Senior Technical Support Analyst

5 hours ago

Pune, Maharashtra, India Eclerx Services Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Senior Analyst

Description

Job Description:

  • Addressing user tickets regarding hardware, software and networking
  • Walking customers through installing applications and computer peripherals
  • Asking targeted questions to diagnose problems
  • Guide users with simple, step-by-step instructions
  • Conduct remote troubleshooting
  • Test alternative pathways until you resolve an issue
  • Customize desktop applications to meet user needs
  • Record technical issues and solutions in logs
  • Direct unresolved issues to the next level of support personnel
  • Follow up with clients to ensure their systems are functional
  • Report customer feedback and potential product requests
  • Help create technical documentation and manuals
  • To perform the system changes adhered to organizational policies
  • VIP support

Requirement:

  • Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
  • Hands-on experience with Windows/Linux/Mac OS environments
  • Working knowledge of office automation products and computer peripherals, like printers and scanners
  • Knowledge of network security practices and anti-virus programs
  • Ability to perform remote troubleshooting and provide clear instructions
  • Excellent problem-solving and multitasking skills
  • Customer-oriented attitude
  • Knowledge of ITIL Foundation V3 / V4 (Certified candidates have added advantage)
  • Excellent verbal and written English

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