Senior IT Support Specialist
4 weeks ago
Job Title
Senior IT Support Engineer
Description
Aricent is seeking a highly skilled and experienced Senior IT Support Engineer to join our team.
Key Responsibilities
- Provide technical support to end-users, clients, and stakeholders through various channels, including calls, chats, and emails.
- Serve as a 24x7 support point for IT Infrastructure, Applications, and Site Services support teams.
- Offer first-line diagnosis and ticket resolution services.
- Log all relevant incidents and service requests into the ticketing tool, prioritizing based on seriousness and categorization.
- Escalate incidents and requests to the appropriate service department for Level 2 and 3 resolution.
- Adhere to work instructions and processes defined in SOPs.
- Adhere to defined SLAs, KPIs, and quality metrics to achieve IT goals.
- Take ownership of tickets and follow up until resolution on behalf of users, communicating with them on ticket progress and changes to deliver a positive customer experience.
Requirements
- Excellent interpersonal, verbal, and written communication skills.
- Strong problem-solving skills.
- Customer-focused approach to work, with excellent customer service skills.
- Experience in working with incident and service requests.
- Ability to handle calls, chats, and emails from global users and effectively communicate to remediate their queries and issues.
- Capability to handle VIP users and user escalations.
- Good experience in desktop support and operations, including PC and user support.
- Ability to handle multiple tasks concurrently.
- Ground concepts of networking, Windows, MS Office, and other application environments.
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