Desktop Support Associate Technician

Desktop Support Associate 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 the company:
We are a leading global customer experience technology and services company focused on the design, implementation, and delivery of transformative customer experience for many of the world’s most iconic and disruptive brands. We deliver outcome-based customer engagement solutions through TTEC Digital, our digital consultancy that designs and builds human centric, tech-enabled, insight-driven customer experience solutions for clients and TTEC Engage, our delivery center of excellence, that operates customer acquisition, care, fraud prevention and detection, and content moderation services. Founded in 1982, our employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other.

**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, gende