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Technical Support Specialist
2 months ago
Principle Duties and Responsibilities
Manages the lifecycle (ticket generation to closure) of all in-scope incidents and service requests in line with service tickets best practice ways of working.Work within a team environment across the enterpriseResolves incidents and fulfils service requests with high level of customer service.Prepare and maintain KDs for services in scope.Provide support, guidance & training to other IT staff when required.Participate in testing for introduction of new or improved services.Develop knowledge base and expertise around BU application/solution portfolio.Provides local hands on services for networks, servers, printer etc. as required.Other duties as assigned
Knowledge, Skills and AbilitiesSound expertise with windows-based desktop, hardware, software, networking and peripherals including, but not limited to, Microsoft o365 products, desktops, laptops, VPN, printers, video conferencing, telecommunications devices / monitoring tool including mobile devices, local area network, etc.Good knowledge of working with a Service Desk tool and IT processesStrong trouble shooting and analytical skills.Broad base of desktop tools and application run time environments (Java, C++, VB, etc).Take-charge individual with lots of energy & initiative. Provide ownership.Adept at understanding and learning multiple technologies.Excellent customer service skills and customer focus.Ability to effectively prioritize and execute tasks in a high-pressure environment.Must be highly self-motivated, self-directed, exhibit strong initiative and be attentive to detail.Good English verbal and written communication skills with the ability to present ideas in a user-friendly language.Flexibility to travel within defined region to support upgrades, maintenance, projects as required.
Mandatory Education and Experience
3-5 years of experience in a related position in a corporate environment supporting global usersBE/B.Tech in CS/IT or BCA/MCA/M.Sc.-IT in regular course from recognized university and instituteExperience with Desktop, LAN and telecommunications devices including mobile devicesPrior experience supporting executives and/or working in a professional environment
Preferred Education / ExperienceMicrosoft, A+,ITIL
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