Associate L2

1 month ago


Bengaluru, India Publicis Re:Sources India Full time

Job Description

Skills (must have)

B.Tech or other graduation in Information and technology degree is must. ITIL process knowledge MCP certification 24/7 environment support model. Minimum 1 year experience in information technology or technical support Good understanding of software/hardware platforms, OS, Network and voice infrastructure Working knowledge of security software options and functionality preferred Strong communication, interpersonal and analytical skills to effectively communicate with all levels of employees. Excellent multitasking skills. Familiarity with remote desktop applications and help desk software (eg. Bomgar) Ability to work in fast paced self-directed environment Extensive familiarity with Windows operating systems and MS Office products

Skills (good to have)

ServiceNow knowledge Outstanding customer service skills and dedication to providing exceptional customer care Must be self-motivator and self-starter Exceptional listening and analytical skills Additional certification in Microsoft, Cisco or similar technologies is a plus

Responsibilities

Taking ownership of customer issues reported and seeing problems through to resolution Asking customers specific questions for quickly understanding the root of problems Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams Ensure all issues are properly logged and tracked till closure. Follow up with clients to ensure their IT systems are fully functional after troubleshooting Document technical knowledge and updates in the form of IT/Customer notes in ticket. Prioritizing and managing several unresolved problems at the same time Communicating clients through various channels (e.g. phone, email, chat) until their technical issues get resolved

Qualifications

Must Complete full time bachulors dgree.



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