Excellent Comms Mandatory-Tech Support Freshers&Experience-HYD

Job Description for Help-desk Support Trainee

You will be employed with Movate Technologies on issues faced by the users, doing the below responsibilities, but not limited to -

• Provide world class remote assistance to users via Chat, Phone and eMail
• Assists users by remote troubleshooting and resolving technical and service issues.
• Performs tasks according to standardized policies, requiring basic analytical and cognitive skills to address technical issues.

Principle duties and responsibilities | Job Description :

• Provides comprehensive remote support across major operating systems -

• Chrome OS, Mac OS, Windows, Linux by utilizing readily available basic OS troubleshooting techniques.

• Follows documented procedures for issues presented and escalates further if need be.

• Delivers support for G suite applications, covering installation and basic usage -

• When necessary, escalates issues to the SMEs / Leads for resolution.

• Employs advanced troubleshooting techniques to diagnose and resolve problems efficiently.

• Assists users with access and account-related issues, following defined and documented guidelines, policies, and procedures to ensure accurate and consistent support.

• Regularly and actively participates in technical training sessions to stay up to date with the latest tools and processes, leveraging knowledge base (KB) resources to enhance issue resolution
• Proactively identifies recurring or unique user issues, providing valuable feedback for continuous improvement of support processes and troubleshooting techniques.
• Communicate effectively with non-technical users to explain solutions in an understandable manner.

Must Have Skills :

• Degree Certificate (Any, but should have good written and verbal communication skills)
• 0 - 1 years of Customer Service experience
• Excellent communication skills, should be able to hold a conversation

• Basic troubleshooting and should be able to comprehend the issues presented

• Ability to deal professionally as well as ability to learn new products and technologies

• Good customer service skills, multitasking and documentation skills
• Ability to adjust quickly to the changing priorities and implement the same per business requirements
• Basic knowledge on IT systems

Knowledge, Skills and Abilities :

• Ability to analyze and solve technical problems by investigating potential solutions using troubleshooting skills
• Good Analytical & Cognitive skills

Required Skills & Qualifications:

• Education: Any degree, with strong written and verbal communication skills.
• Experience: 01 year in customer service.
• Communication & Customer Handling: Excellent communication skills with the ability to engage in conversations, comprehend issues, and provide professional support. Strong customer service, multitasking, and documentation skills.
• Technical & Analytical Skills: Basic troubleshooting and IT systems knowledge, with the ability to analyze and resolve technical issues effectively. Good analytical and cognitive skills.
• Adaptability & Learning: Quick to adjust to changing priorities and business requirements. Ability to learn and adapt to new products and technologies efficiently.

Job Description for Help-desk Support Engineer

This role requires an individual with excellent problem-solving abilities coupled with a strong customer service orientation, and the capacity to manage multiple issues in a fast-paced environment as well the ability to communicate effectively with both technical and non-technical customers.

You will be employed with Movate Technologies on issues faced by the users, doing the below responsibilities, but not limited to -

• Provide world class remote assistance to users via Chat, Phone and eMail
• Assists users by remote troubleshooting and resolving technical and service issues.
• Performs tasks according to standardized policies, requiring basic analytical and cognitive skills to address technical issues.

Principle duties and responsibilities | Job Description :

• Provides comprehensive remote support across major operating systems -

• Chrome OS, Mac OS, Windows, Linux by utilizing readily available basic OS troubleshooting techniques.

• Follow documented procedures for issues presented and escalate further if need be.

• Has the ability to trouble shoot by -

• Problem Isolation - The engineer should be able to identify if the presented issue is due to hardware, software, network, or user-related, and systematically narrowing down the root cause.

• Employ advanced troubleshooting techniques to diagnose and resolve problems efficiently by searching in SOPs and KBs
• Diagnose hardware-related issues with desktops, laptops, printers, and peripherals, including recommending escalations to different internal departments and replacements when necessary.

• Assist in setting up, configuring, and installing new software and hardware.

• Document issues, resolutions, and troubleshooting steps for knowledge sharing and future reference.

• Communicate effectively with non-technical users to explain solutions in an understandable manner.
• Collaborate with cross-functional teams to escalate and resolve incidents.
• Support & Execute the deployment and integration of new SOPs and change in systems.

Must Have Skills :

• Excellent problem-solving and analytical skills with a focus on mid-level troubleshooting.
• 2 - 3 years of IT related Customer Service experience
• Excellent communication skills, should be able to hold a conversation
• Ability to work independently and as part of a team in a fast-paced environment.
• Ability to deal professionally as well as ability to learn new products and technologies
• Good customer service skills, multitasking and documentation skills
• Ability to adjust quickly to the changing priorities and implement the same per business requirements

Knowledge, Skills and Abilities :

• Ability to analyze and solve technical problems by investigating potential solutions using troubleshooting skills
• Good Analytical & Cognitive skills

What We Offer:

1. Opportunities for professional development and career growth.
2. A collaborative and inclusive work environment.
3. Access to cutting-edge technologies and tools.

If you are interested, please share the cv to

Regards,

Prathyusha Akurathi.