Technical Support Specialist
2 weeks ago
We are seeking a highly skilled and experienced Technical Support Specialist to join our team at Wipro in Pune, Hinjewadi phase II. As a key member of our support team, you will be responsible for providing top-notch technical assistance to our end-users.
Key Responsibilities:
- Provide technical support via phone, chat, email, or walk-ins to resolve applications problems, system administration issues, or network concerns.
- Diagnostics, prioritize, troubleshoot, and resolve IT incidents reported by users in a timely and effective manner.
- Identify and escalate tickets requiring urgent attention and action.
- Log all contacts and document activities and results accurately within the incident management tool.
- Deal with and resolve helpdesk requests efficiently.
- Take ownership of user problems and communicate progress in a timely manner.
Requirements:
- Previous experience in IT helpdesk (Voice)
- Excellent communication skills (verbal and written)
- Knowledge on ITIL Framework and Terminologies
- Familiarity with Windows, Mac operating systems & VDI environments
- Demonstrated problem-solving capabilities
- Adherence to established Service Levels Agreements and follow-up on tickets in a timely manner
- Flexibility to work in a 24x7 environment with rotating shifts and weeks off including holidays
- Self-motivated achiever who gains satisfaction from providing excellent customer service
- Awareness of basic networking concepts, DHCP, DNS, TCP/IP, VPN, and technologies
This is an exciting opportunity for a skilled technical professional to join our team and make a meaningful contribution. We offer a competitive salary package as per market standards.
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