Advanced Technical Support Specialist
2 weeks ago
We are seeking a highly skilled IT Service Desk Agent to join our team. The successful candidate will be responsible for providing exceptional customer service and technical support to users.
The ideal candidate will have a strong background in IT, with experience in troubleshooting hardware, software, and network connectivity issues. They will also possess excellent communication and problem-solving skills, as well as the ability to work effectively in a fast-paced environment.
This is an exciting opportunity for someone who is passionate about delivering high-quality service and making a positive impact on our organization.
- Serve as the primary point of contact for all IT-related user issues and requests.
- Record, categorize, and prioritize incidents in the ITSM/ticketing system.
- Provide Level 1 troubleshooting for hardware, software, printers, email, network connectivity, and end-user applications.
- Reset passwords, unlock accounts, and assist with access-related issues.
- Escalate unresolved issues to L2/L3 teams with detailed logs and user inputs.
- Maintain communication with users to provide status updates and follow-ups.
- Ensure all tickets are logged, updated, and closed in a timely manner according to SLA.
- Maintain communication with users to provide status updates and follow-ups.
- Escalate unresolved issues to L2/L3 teams with detailed logs and user inputs.
- Reset passwords, unlock accounts, and assist with access-related issues.
- Provide Level 1 troubleshooting for hardware, software, printers, email, network connectivity, and end-user applications.
- Record, categorize, and prioritize incidents in the ITSM/ticketing system.
Key Responsibilities:
Required Skills and Qualifications:
- Diploma or Bachelor's Degree in IT, Computer Science, or related field.
- Basic knowledge of Windows OS, MS Office Suite, and Active Directory.
- Familiarity with IT ticketing tools and remote support tools (e.g., AnyDesk, TeamViewer).
- Good understanding of ITIL processes and incident lifecycle.
Benefits:
How to Apply:
Interested candidates should submit their resume and cover letter to [soumya@crysol.com](mailto:soumya@crysol.com) along with the following details
Total experience:
Current Salary:
Expected Salary:
Notice Period:
Current Location:
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