Technical Support Specialist II

4 days ago

Madhapur Hyderabad Telangana, India OSI Systems, Inc Full time US$ 80,000 - US$ 1,20,000 per year

Overview:

OSI Systems companies have a long history of developing innovative solutions to bring a better quality of life to the world. Healthcare, security, and defense are among the key markets where we have made significant inroads with new ideas, products, and processes. We know that many people live in difficult and dangerous conditions. To improve these circumstances, experts need simple, effective tools utilizing the latest in technology

Responsibilities:

  • Subject Matter expert and has the great understanding of end to end Service Desk Operations.
  • Collaborate on cross-team and cross-product technical issues by working with resources from

other groups and product team as needed to resolve customer issues

  • Effectively manage relationships with customers and other stakeholders while ensuring high

customer satisfaction of the overall service experience

  • Processes ability to manage a shift independently and ensure priorities are addressed in time.
  • Ensure tickets are being created for all requests and issues that we receive via emails , calls and chats.
  • All the IT Notification mails sent to the impacted users and co-ordinates with relevant teams till closure.
  • Manage all Critical and VIP issues with priority and utmost diligence
  • Responsible for the daily running and management of the shift through the effective use of resources.
  • All Escalations/potential Escalations to be notified to Leads/Manager immediately.
  • Tracking Critical & Major tickets, coordinating with the technicians and Informing the users about the status and closing the ticket when issue is resolved
  • Perform spot checks on tickets to see right Service Impacted / Priority / work notes are getting updated. This will help us in analyzing demands and reports.
  • Unresolved priority issues needs to be escalated to Team Leads for quick resolution.
  • Keep the Knowledge Articles up to date and come up with ideas to create new knowledge articles
  • Monitoring new joiners in the team to improve quality & minimize errors
  • Driving team members meeting performance targets – KPI's ( Time to First Response, Time to Resolve, First Call Rate & CSAT )
  • Run Shift Huddles effectively
  • Equal work distribution within the shift and leading by example while handling all priorities
  • Manage Shift to ensure that all Incidents/service requests are dealt with according to the agreed standard operating procedures
  • Liaising with other support teams to gather information and resolve issues in a timely manner
  • Maintaining up-to-date knowledge of the team developments and involve leads and manager when in doubt.
  • Weekly Ticket Audit for team members.

Qualifications:

  • 6+ years of experience in Service Desk Operations and Good understanding IT Systems, Network and Security.
  • BTech ( CSC, IT & ECE) or BSC computers graduates.
  • Experience of Exchange Server (2000, 2007, 2010, 2013, 2016) with active directory(Online experience would be an advantage)
  • Great understanding of Office 365 and excellent in day to day issues troubleshooting.
  • Good General Administration Concepts.
  • Routing/Mail Flow and Set up Installation concepts.
  • Troubleshoot issues both at the client (Microsoft outlook) and server side.
  • Experience in Monitoring Infrastructure/Servers/Services.
  • Good understanding of ITIL and its processes.
  • Very good Communication Skills - Oral & written.
  • Willingness to work 24/7.
  • Must be a well-organized and quick learner.

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