Information Technology Specialist

Job Details: Position: IT Support Technician L1 (On-site) Role Type: FTE Working Days: 5 Days in a week Contract duration: 1 year (extendable) Contract Type: Freelance / B2B contract Experience Required: More than 3 years as IT Support. Site Address: India (Remote) Languages required: English (B2), Chinese(C1) PRIMARY SKILLS: - - 2-4 years of call taking profile with core Help Desk Skills - Basic Understanding of the Enterprise IT Infra set up - Basic knowledge on Active Directory. - 3+ years’ experience supporting wide multiple versions of operating system - Basic O365 Administration using Office365 Admin Console. - Strong writing and documentation skills a must including being able to train other Engineers as and when required. - Good knowledge on trouble shooting email client issues like Outlook. - Excellent Hardware and software troubleshooting skills - Good understanding in handling Microsoft office suite functionality and troubleshooting skills. - Fluent in English and Mandarin, in both oral and written communication - Good knowledge in Utility software technical knowledge such as Antivirus and others. ROLE AND RESPONSIBILITIES: - - Primary contact point for end users via phone/Chat/self-service tickets. - Qualify and Open tickets for remediation of events. - Triage Tickets to respective teams. - Regular update and follow up on tickets in the queue - Follow up tickets till closure. - Ability to manage a variety of technically complicated tasks effectively - Experience in Remote support and troubleshooting skills. - Understanding of Basics Hardware accessories / devices and peripherals - Should be flexible for rotational shifts - Excellent oral and written communications skills - Exposure in practicing ITIL standards for Infrastructure management QUALIFICATIONS AND EDUCATION REQUIREMENTS: - - A Bachelor’s / Master’s Degree in Computer Engineering, Information Technology - ITIL V4 Foundation training or certification - Knowledge and experience using OS like windows, Mac and Linux - Working knowledge of MS Office (PPT, Excel, Word) - Certification – ITIL V4, Modern Desktop administrator (MD 103) DESIRABLE SKILLS: - - Able to understand the email flow issues internal & external - End-user support, OS troubleshooting and support, Basic software troubleshooting and support (MS office, Messengers, outlook, etc.). - Demonstrate a high level of customer relationship skills which includes email etiquette. - Good Communication skills, follow up skills, Willingness to work in rotational shifts - Good Communication skills follow up skills, Willingness to work in rotational shifts. - Remote troubleshooting BEHAVIORAL ATTRIBUTES: - - Demonstrates a "can do" attitude and is willing to stretch self to achieve and exceed defined goals/targets - Excellent problem solving / troubleshooting skills - Displays awareness of customers’ stated needs and gives priority to meeting and exceeding customer expectations - within stipulated time - Explains ideas clearly and logically to others and is attentive in interactions - Identifies the target audience for communication and carefully listens to their opinions and feedback - Ability to work in Teams