Senior Technical Support Analyst

3 days ago

Bengaluru, Karnataka, India SPX Flow Full time ₹ 9,00,000 - ₹ 12,00,000 per year

JOB SUMMARY

The Technical Support Specialist (TSS) is responsible for managing the lifecycle and resolution of incidents and requests globally for our EUC community.

PRINCIPLE DUTIES AND RESPONSIBILITIES

  • Manages the lifecycle (ticket generation to closure) of all in-scope incidents and service requests in line with service tickets best practice ways of working.
  • Resolves incidents and fulfills service requests with high level of customer service.
  • Prepare and maintain KDs for services in scope.
  • Provide support, advise & training to TechM service desk when required.
  • Participate in testing for introduction of new or improved services.
  • L1-L2 Server/Network management
  • L1-L2 Security related responsibilities
  • Mail Administration

KNOWLEDGE, SKILLS & ABILITIES

  • Sound expertise with windows-based desktop, hardware, software, networking and peripherals including, but not limited to, Microsoft products, servers, desktops, laptops, VPN, printers, video conferencing, telecommunications devices / monitoring tool including mobile devices, local area network, etc.
  • Good knowledge of working with a Service Desk tool such as Ivanti IT Service Management (ISM).
  • Take-charge individual with lots of energy & initiative.
  • Excellent customer service skills and customer focus.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Must be highly self-motivated, self-directed, exhibit strong initiative and be attentive to detail.
  • Good English verbal and written communication skills with the ability to present ideas in a user-friendly language.
  • Flexibility to operate in a shift pattern of 16x5

EDUCATION AND EXPERIENCE

Required Education / Experience

  • 2-3 years of experience in a related position in a corporate environment
  • Bachelor Degree in IT or business related field or the recognized equivalent in work experience or self-study
  • Experience with Desktop, LAN and telecommunications devices including mobile devices

Preferred Education / Experience

  • Microsoft, A+
  • ITIL

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