Technical Support

2 days ago

Pune, Maharashtra, India Quesscorp Full time

Technical Support Engineer

Location - Aundh, Pune, Maharashtra

CTC upto 6 LPA

Note - We need only voice process Candidates.

JOB SUMMARY:

Ensure the proper day-to-day operation of technology applications and equipment. Provide desk-side assistance in resolving technology support issues. Perform installations, repairs, upgrades, backups, and other maintenance tasks. May have expertise in commonly used business applications. May also handle phone and email assistance as well.

GENERAL DUTIES & RESPONSIBILITIES:

* Ensure the proper day-to-day operation of technology applications and equipment. Provide desk-side assistance in resolving technology support issues through voice calls. Perform installations, repairs, upgrades, backups, and other maintenance tasks. May have expertise in commonly used business applications. May also handle chat and offline assistance..

* Provides effective customer service in a 24X7X365 production environment – rotating on-call and holiday support may be required.

* Utilizes soft skills and troubleshooting skills to resolve client issues and questions.

* Asks probing questions to gather relevant information on routine and complex calls.

* Uses effective listening skills to develop an understanding of client questions or issues.

* Installs, configures and troubleshoots desktop systems, workstations, servers and network issues in a heterogeneous environment.

* Documents, tracks and monitors client incidents in ticketing system to ensure a timely resolution.

* Prioritizes and escalates support incidents and requests based on business impact and documented guidelines.

* Maintains passwords, data integrity and file system security for the desktop environment.

* Communicates highly technical information to both technical and nontechnical personnel.

* Recommends solutions, including new acquisitions and upgrades.

* May participate in development of information technology and infrastructure projects.

* Other related duties are assigned as needed.

EDUCATIONAL REQUIREMENTS:

A high school diploma or GED is required for this role.

GENERAL KNOWLEDGE, SKILLS & ABILITIES:

* Ability to verbalize or express complex technical concepts effectively in writing and overall excellent communication and customer interface skills

* Skill in troubleshooting and using diagnostic tools for client accessibility problems to applications and network ( e.g., resetting password, bouncing PU, resetting remote devices)

* Knowledge of basic problem resolution and escalation practices

* Ability to provide appropriate level of support and guidance with FIS applications and procedures

* Effective use of listening skills to develop an understanding of client inquiries and problems

* Excellent team player

* Self-motivated to learn new technology and new ways to deliver support

* Shows enthusiasm when providing technical support

* Stays up-to-date with the latest technology

* Problem Solving and critical thinking skills

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