Primary skills

• 2-4  years of call taking profile with core Help Desk Skills

• Experienced in Incident Management

• Basic Understanding of the Enterprise IT Infra set up

• Basic knowledge on Active Directory.

• 2+ years’ experience supporting wide multiple versions of operating system

• Basic O365 Administration using Office365 Admin Console.

• Strong writing and documentation skills a must including being able to train other Engineers as and when required.

• Good knowledge on trouble shooting email client issues like Outlook.

• Excellent Hardware and software troubleshooting skills

• Good understanding in handling Microsoft office suite functionality and troubleshooting skills.

• Fluent in English, in both oral and written communication

• Good knowledge in Utility software technical knowledge such as Antivirus and others.

• 24x7 Rotational Shift, ability to work from office is preferred, location will be city with Yash Office.

Desirable Skills

• Able to understand the email flow issues internal & external

• End-user support, OS troubleshooting and support, Basic software troubleshooting and support (MS office, Messengers, outlook, etc.).

• Demonstrate a high level of customer relationship skills which includes email etiquette.

• Good Communication skills, follow up skills, Willingness to work in rotational shifts

• Remote troubleshooting

Role and Responsibilities

• Primary contact point for end users via phone/Chat/self-service tickets.

• Qualify and Open tickets for remediation of events.

• Triage Tickets to respective teams.

• Regular update and follow up on tickets in the queue

• Follow up tickets till closure.

• Ability to manage a variety of technically complicated tasks effectively

• Experience in Remote support and troubleshooting skills.

• Understanding of Basics Hardware accessories / devices and peripherals

• Should be flexible for rotational shifts

• Excellent oral and written communications skills

• Exposure in practicing ITIL standards for Infrastructure management

Qualifications and Education Requirements

• A Bachelor’s / master’s degree in computer engineering, Information Technology

• ITIL V4 Foundation training or certification

• Knowledge and experience using OS like windows, Mac and Linux

• Working knowledge of MS Office (PPT, Excel, Word)

• Candidates who are confident of clearing extensive Background verification till previous Organization only shall apply

Preferred Skills

• Certification – ITIL V4, Modern Desktop administrator (MD 103)

Behavioral Attributes

• Demonstrates a "can do" attitude and is willing to stretch self to achieve and exceed defined goals/targets

• Excellent problem solving / troubleshooting skills

• Displays awareness of customers stated needs and gives priority to meeting and exceeding customer expectations within stipulated time

• Explains ideas clearly and logically to others and is attentive in interactions

• Identifies the target audience for communication and carefully listens to their opinions and feedback

• Ability to work in Teams