Information Technology Support Technician

IT SUPPORT TECHNICIAN

Fulltime role

NSP, Delhi

Work timing:  12 noon to 8 pm (5 days a week)

Target is 7-8 years of experience

The IT SUPPORT TECHNICIAN role is to ensure proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop level.

Essential Duties & Responsibilities:

• Field incoming help requests from end users via both telephone and work orders in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Maintain excellent customer service over the phone
• Troubleshooting and performing routine maintenance of workstations and servers remotely
• Maintaining a positive attitude and fast paced, detail oriented, and multi-tasking work ethic
• Diagnostics of malfunctioning Apple and Windows hardware and software
• Responding to, detailing work done, and closing remote support tickets
• Maintenance and updating of our customer database used in creating service request orders
• Assisting customers in purchasing decisions when needed
• Maintaining a safe and clean work environment
• Maintaining a professional image and attitude

Operational Management

• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and knowledge base articles for end users.
• Perform related duties consistent with the scope and intent of the position.
• Strong understanding of the Agile Methodology and workflow a plus.

Knowledge & Experience

Hardware

• Practical knowledge of internal components of workstations and servers to include motherboards, ram, hard drives, video, sound, I/O, optical drives, ports and cooling systems.
• Practical knowledge of accessories including keyboards, pointing devices, scanners, printers, networking devices, routers, wireless devices, security devices and gaming devices.
• Practical knowledge of stress limitations, heating and cooling limitations, overclocking limitations and networking limitations.
• Practical knowledge of assembly, disassembly, and maintenance of all hardware components.

Software

• Practical knowledge of all currently available Windows operating systems to include installation, recovery, setup and updating of all current versions.
• Understanding of Jira/Confluence ticketing/KB software.
• Understanding of ConnectWise Manage and Automate.
• Practical knowledge of major anti-viral, security and firewall technologies including installation, setup, recovery and updating.
• Practical knowledge of most major software suites for office use including Microsoft Office, WordPerfect Suite and MS Works to include installation, setup, recovery and updating.
• Practical knowledge of all internet browsing, e-mail and communications software to include Internet Explorer, Netscape, Outlook(Express), Eudora, Firefox, Mozilla etc.
• Reasonable knowledge of server applications such as Active Directory, Exchange, MS Server 2008/2012/2016
• Extensive application support experience.
• Working knowledge of a range of diagnostic utilities.
• Good understanding of the organization's goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.

Personal Attributes

• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.