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Executive

2 weeks ago

Noida Uttar Pradesh, India BirlaSoft Full time

Country/Region: IN- Requisition ID: 13958- Work Model:
- Position Type:
- Salary Range:
- Location: INDIA - NOIDA- BIRLASOFT OFFICE**Title**:Executive**:

- Description:

**Job Description Form**

**SO Number**:
**Line Number**:
**Work location & time**:

- **Birlasoft office (NOIDA) location**:

- **Comfortable working in shifts especially in night shifts/odd hours**:

- **24*7 hours support project**

**Relevance experience expectation**:
Minimum 1 year & Maximum 4 years

**Primary Skill**:

- **Excellent verbal communication skills (English)**:

- Experience in handling US customer over the phone.
- Desktop support experience
- ITIL framework knowledge
- **Technical experience**
- **Basic Java scripting knowledge**
- **L1 & L2 server support (Windows service starts, stops, restarts)**
- **L2 IT Servicedesk support & Queue monitoring**
- **Code migration (DLL & Class files)**
- CA WLA (Workload Automation) scheduling support and administration
- **Incident creation using ITIL based ticketing tool.**:

- **Team player**

**Essential Skill**:

- **Night shift working experience.**:

- **Weekend Shift experience.**:

- **Fluent communication (English Language)**:

- **Experience in handling US customer over the phone.**

**Hands on experience with**:

- **Windows Operating Systems, Active Directory, Exchange 2003/2007, O365.**:

- **Servers support: Windows 2008, 2008 R2, 2012.**:

- **Hands-on experience with User account creation for Active Directory, Exchange Mailboxes, Distribution lists and Incident creation.**:

- **Hands-on experience in executing incident, problems and change management process.**:

- **Experience of SCCM/Configuration manager will be an added advantage.**:

- **Hands on experience on security patch deployment and software update via SCCM.**

**Additional Skill**:

- **Remote Infrastructure support (RIMS) knowledge**:

- **IT Network support knowledge**:

- **Execution of WLA scheduling jobs**

**Roles & Responsibilities: Team Member**
- **Strong experience in L1/L2 Service Desk /Help Desk support and flexible to work on 24*7 support model.**:

- **Ability to be a self-starter and to take initiative in critical situations.**:

- **Excellent communication/written skills and active listening skills.**:

- **Creation, transfer and resolutions of incidents (tickets) using SCCM ticketing tool**:

- **Meeting SLAs**:

- Continuous monitoring, coordination, and transfer of Incident/s to various support team queue
- CA WLA (Workload Automation) scheduling support and administration.
- **WLA jobs, batch jobs executions**:

- Windows Server services starts, stops, restarts.
- Code migration of DLL & Class files
- **Client handling over the phone as inbound calls**:

- **Meetings with US customer over phone.**:

- **Various report creation and publish dashboard on regular basis.**:

- **SLA Data collection and Status reporting**:

- **SOPs update and creation**:

- **MS Excel report creation**:

- **Knowledge Transfer on Business Processes**:

- **Provide input on the strategy, policies and major issue resolutions.