Desktop Support Technician

Desktop Support Technician
**Roles and Responsibilities**:

- Provide tier 1 support, analysis and resolution planning for detected issues and seeks appropriate resolution of issues. (Desktop & Laptop, Application, Network, & Server Platform troubleshooting)
- Responsible for receiving / logging calls from customers as per specified norms.
- Responsible for 24x7 shift operations in Global Helpdesk for supporting all internal & external clients.
- Responsible for handling all tickets across sites locally/remotely (Using remote tool) as per Global shift roster and guidelines.
- Escalate and track the trouble-ticket progress with other support/next level teams to make sure the tickets are being resolved within agreed SLA time frame.
- Responsible for proper shift handholding and handover process, all pending tasks/tickets should be given to next shift engineer with proper communication.
- Responsible for support users from home whenever required to WFH
- Ready to work in different shifts including Night shift. (24x7 shifts)

**Experience**:

- Responsible for 24x7 shift operations in Global Helpdesk for supporting all internal & external clients.
- Responsible for desktop, laptop, network, server level1 troubleshooting & fix.
- Patch and security configuration compliance (includes virus detection for server and client and latest definition update)
- Escalating the calls to vendor whenever required, analyse reports & recommend changes to process/technology wherever required
- Documentation of the problems to support solution database for diagnostics and solution implementation. - E2E Case Management
- Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures
- Establishes and maintains excellent customer rapport.
- Handling of monitoring tools and first level analysis of alerts generated
- Handling Service request such has Create/ Delete/ Modify mailbox & mailbox properties.
- Handling mailbox movement, mailbox size increase, AD account creation, Backup monitoring.
- Responsible for multiple rollouts/release management whenever required.
- Need to take customer calls when required.
- Should be able work in different projects of IT.
- High priority & E2E support to VIP users.
- WFH support experience will be added advantage.

**Skills Required**:

- Escalation and liaison both within TTEC Internal & external Support Teams both.
- Patch and security configuration compliance (includes virus detection for server and client and latest definition update)
- Escalating the calls to vendor whenever required, analyse reports & recommend changes to process/technology wherever required,
- Documentation of the problems to support solution database for diagnostics and solution implementation.
- Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures
- Establishes and maintains excellent customer rapport.
- Handling of monitoring tools and first level analysis of alerts generated
- Handling Service request such has Create/ Delete/ Modify mailbox & mailbox properties.
- Handling mailbox movement, mailbox size increase, AD account creation, Backup monitoring.
- Responsible for multiple rollouts/release management whenever required.
- Need to take customer calls when required.
- Should be able work in different projects of IT.
- Should be having good understanding of new technologies and products.
- Provide update to any issue whenever asked.
- High priority & E2E support to VIP users.
- Should be capable to support users from home whenever required to WFH

**About TTEC**
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

**Employment Requirements**: TTEC requires all employees hired in the India to successfully pass a background check including employment credentials, education, permanent and current address verification and if applicable, immigration and work permit documentation as a condition of employment. Depending on location and client program, a drug test may also be required as a condition of employment. TTEC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. You will be asked to share with TTEC as well as its representatives, all such personal information that it may require to conduct such background verification and also agree to TTEC and its representatives collecting and storing such personal information and transferring the same, whether in India or abroa