Senior IT Support Specialist

2 weeks ago


Pune, Maharashtra, India Zensar Technologies Full time
About the Role

We are seeking a highly skilled and motivated Senior IT Support Specialist to join our team at Zensar Technologies. As a key member of our support team, you will be responsible for providing top-notch technical support to our clients, ensuring their systems and applications run smoothly.

Responsibilities
  • Provide first-level support for customer incidents and requests using basic technical and service knowledge.
  • Monitor incident and service request queues in the ITSM tool and assign tasks to other team members within defined SLAs.
  • Answer phone calls, create incidents and service requests in the ITSM tool, and own or reassign them to team members as needed.
  • Take initial ownership for coordinating, investigating, and documenting incidents and service requests.
  • Identify and resolve incidents and service requests using relevant knowledge base articles, standard work documents, and technical resources.
  • Perform initial level diagnosis and resolve incidents and service requests within defined SLAs.
  • Monitor the environment/infrastructure, interpret errors at a basic level, assess risk, and escalate to L3 Support as needed.
  • Maintain proper documentation for all incidents and requests.
  • Follow up on incidents and service requests to ensure customer satisfaction.
Requirements
  • Experience with Exchange, Office365, Outlook troubleshooting, and mail flow troubleshooting.
  • Knowledge of Teams and SharePoint (add-on).
  • Troubleshooting skills for Windows and system-related issues.
What We Offer

Zensar Technologies is an Equal Employment Opportunity (EEO) and Affirmative Action Employer, committed to diversity in the workplace. We consider all qualified applicants fairly, regardless of race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veterans' status.

We value individuality, nurture development, and prioritize wellbeing. Our core values include:

  • Putting people first
  • Client-centricity
  • Collaboration
About Us

Zensar Technologies is a technology consulting and services company with 11,800+ associates in 33 global locations. We serve over 130 leading enterprises, helping them become more competitive and disruptive through innovation and velocity.

We offer a dynamic work environment, opportunities for growth, and a chance to make a meaningful impact. If you're passionate about delivering exceptional support and want to join a talented team, we encourage you to apply.



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