. Experienced working on AD, Desktop,Laptop,VPN,Outlook issues.
. Responsible for providing telephone technical support of hardware, systems, sub-systems and/or applications for customers and/or employees.
. Answers more complex questions about installation, operation, configuration, customization, and usage of assigned products/application/database.
. Apply basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
. Escalates complex problems to Field Engineering or Resolver Staff.
. Typically provides technical support for internal and external customers.
. Escalates co mplex problems to higher level of expertise within organization.
. Troubleshoot various technical issues; network connectivity, network printing, user access issues, Application related issues, password resets, etc.
. Communicate with the user and the resolver teams (Client/ Unisys/ third party) and other departments within Unisys to ensure best service to the end users.
. Demonstrate intermediate problem-solving skills and efficient troubleshooting skills
. Commitment to client/internal/customer satisfaction
. Plan, develop, and lead interactive training sessions within the team.
. Play an active role in training the team members on process related issues.
. Implement technological changes to enhance support functions.
. Ability to handle multiple accounts and successfully multi task during crucial times
. Positive feedback/ Good survey scores from the clients regarding service provided.
. Working knowledge on Applications/Databased; example Windows, Mac, mobility, AD, Oracle, Exchange (O365), SharePoint, Citrix, Avaya, Outlook, Skype for Business, VMWare, PowerShell etc..
. Working knowledge on ticketing tools in the cur rent market such as ITSM Remedy, Service-Now.
. Certification will on any field will be an added advantage.
We are vCentric, an International Information Technology Services and Technology... Consulting Company known for our deep industry experience and high customer satisfaction. We collaborate with clients in various industry sectors to solve their most pressing challenges from strategy through execution. Our employees provide strategic consulting, applications services, technology solutions and managed services to top companies and medium-sized businesses around the world.
Our mission is to work with clients to create innovative and practical management and technology solutions that help our clients get sustainable results. Our service offerings are designed to help our clients generate revenue, increase cost-effectiveness, manage regulatory compliance, integrate information and transition to “next-generation” technology.
We earn recognition for our client service from leading analysts but are proudest of our high customer satisfaction scores. Clients depend on us to deliver the energy and innovation of new thinking for a changing world. Read full description