Graduate Trainee

5 months ago

Vadodara Gujarat, India Paul Mason Consulting Full time

**Summary of the position**

The role requires an individual who understands the quality driven solutions to the clients. Have an eye for attention to the detail.

**Key accountabilities**
- Basic skill of research and identify solutions to software and hardware issues.
- Excellent problem-solving and communication skills. Ability to provide step-by-step technical & product help verbally to the client.
- Hands-on experience with Windows environments.
- Enough knowledge of computer systems, mobile devices, and other tech products.
- Regularly reviews incidents logged, highlighting trends & recurring issues to 3rd line Problem.
- Recommends changes to resolve recurring issues.
- Uses technical understanding to question and clarify incidents raised by clients, before agreeing where to assign the incident (incident triage).
- Understands and executes against agreed processes for implementing fixes/changes.
- Understands the impact of non-delivery on the reputation of PMC with the client
- Provides regular client and internal communication on assigned activity and incidents - ensure that interested parties are clear on status, highlighting any issues that might impact delivery in the defined timescales to Team Leader/Support Manager
- Ability to work flexible shifts, Week-offs, and National holidays. One should have adaptability to changing work schedule

**Please note that this role works on a rotational shift basis to ensure sufficient coverage for 24/7 and meet the needs of the business.**

**Skills and Experience | Essential**
- Experience on Oracle or Microsoft SQL server database - Certification preferred but not must
- Experience in windows batch scripting
- Must be able to converse well in English, both verbally and in writing.
- Proven work experience as a Technical Support Engineer, IT Help Desk Technician or similar role. (Freshers can also apply)

**Skills and Experience | Desirable**
- Very good understanding of **ITIL framework** and processes. ITIL certification is preferred.
- Able to share ideas with the team and self-confident
- Go-getter and solution-oriented personality
- Very quick learner and keen to learn new things
- Reliable & accountable individual who can manage client interaction

**Personal attributes**
- Excellent English
- A continual desire to go above and beyond to resolve customer issues within SLAs and suggest more efficient and effective ways of working
- Having worked in a fast paced, dynamic environment
- Ability to multi-task, work under pressure and to tight deadlines
- Positive ‘can-do’ attitude, team player
- Efficient and Proactive

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