Desktop Support Associate Technician

Desktop Support Associate Technician

Description - External

**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

**Primary Location**: : India-Telangana-Hyderabad
** Job**: : Information Technology

JSGYM-TE