Service Desk Tier 2
1 day ago
TCS has been a great pioneer in feeding the fire of young techies like you. We are a global leader in the technology arena and there’s nothing that can stop us from growing together.
What we are looking for
Role: Service Desk Tier 2
Experience Range: 5 – 8 Years
Location: Chennai
Must Have:
Good Communication
Responsibility of / Expectations from the Role:
- Escalation resource for Tier 1 GTS Service Desk
- Providing escalation resource to management for Tier I assistance and other job functions
- Installing and troubleshooting hardware, peripherals and software for remote users
- Resolving printer issues related to scanning and printer configuration
- Troubleshooting for network functionality and performance issues
- Setting up new user computer configurations for remote users
- Assisting with RSA Token Resets
- Take live inbound calls from Tier 2 hotline (warm transfers)
- Providing Aruba device troubleshooting for network and remote users
- AJG Certified for CUCM and Unity for phone and voicemail troubleshooting for all users
- Training and Learning
- Identifying training opportunities in all IT fields
- Maintaining & growing skillset through training, collaboration with IT Level II and Level III
- Knowledge Management Support
- Assisting with complainant reporting and pre-requisites for applications and computers
- Maintaining and Auditing all team documentation including Tier I and Tier II
- Submitting regular Knowledge Base updates and articles to Knowledge Management Team
- Collaboration
- Working with application teams to drive and improve business relationships
- Verifying vendor known issues with engineering (Monthly)
- Working with level II and III teams to coordinate training
- Participating and initiating continuous IT related improvement projects
- Update and Maintain Computer Systems
- Monitor and recommend computer image templates
- Upgrading and repairing computer related hardware
- Reimaging computers for Corporate office in Itasca – Rolling Meadows
- Shipping loaner computers to non-Itasca users
- Preventative resolution assistance for Service Desk Tier I and Tier II
- Preventing computer reimages
- Identifying problem tickets for reoccurring issues
Experience Required
- Proven experience as a help desk technician or other customer support role
- Tech savvy with working knowledge of office automation products, databases and remote control
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Proficiency in English
- Excellent communication skills
- Customer-oriented and cool-tempered
- BSc/BA in IT, Computer Science or relevant field
Interested candidates pls share your cv to mailid: with subject " Service Desk Tier 2" for further Discussion
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