Must be experienced in troubleshooting of complex issues.
Good Understanding of the Enterprise IT Infra setup
2+ years experience supporting wide multiple versions of operating system, which include WIN 7, WIN 8, and MAC.
Strong writing and documentation skills a must including being able to train other Engineers as and when required.
Core Help Desk Skills
i. Automatic call distribution (ACD) greeting management
ii. Incident Management Process
iii. Receive trouble calls and record trouble tickets;
iv. Create work orders for service requests for Installation, Move, Add and Change (IMAC) as per the procedures provided by Client Organization;
v. Capture and Enter callers information into the Ticket Management System
vi. Provide initial problem determination and first level support problem resolution
- Password reset for Windows AD
- Operation system errors and warning (windows)
- Outlook support
- Office support
- Telephony support (Cisco/ Avaya)
- Android/iPhone/ support
- Workstation/Laptop software and hardware
- Basic hardware triage for PC Printer issues
- Network and VPN connectivity
vii. Call tracking and escalation to Second Level groups
viii. Remote control of desktops for troubleshooting and problem resolution purposes
ix. Maintain accuracy of information in the Chemours Knowledge Base and update as needed
x. Service Levels and performance reporting.
Strong organization and communications skills; must clearly communicate technical issues and resolutions to team, customers, and management.
Utility software technical knowledge such as Antivirus and others.
Demonstrate a high level of customer relationship skills which includes email etiquette.
2 + years experience in handling Microsoft office suite functionality and troubleshooting skills.
Excellent Hardware and software troubleshooting skills.
Demonstrate strong analytical and problem solving skills on workstations/client and server and business applications.
Planned Roles and Responsibilities:
Ability to manage a variety of technically complicated tasks effectively
Demonstrated initiative with commitment and ability to work under pressure and meet tight deadlines while still maintaining high quality standards.
Should be willing to work in 24/7 environment.
Experience in Remote support and troubleshooting skills.
Add and remove Hardware accessories /devices and peripherals.
Education, Skill and Experience Requirements:
A B.S Degree preferred, Information Technology or related field preferred and 2 years of relevant work experience in Desktop and Laptop support.
Microsoft Certification a definite PLUS
Experience in Active Directory and MS Exchange is a plus
Hands-on experience in responding, tracking, and following up to telephone, emails and end user requests for support.
Good phone etiquette and the ability to diffuse agitated situations
Allocation of unresolved incidents to the appropriate team.
Good co-ordination with L2 and L3 teams as and when required and ensure that the issue is addressed and closed on time.
Monitoring & Tracking, reviewing the progress of an incident and keeping the customer informed.
Experience in handling basic Exchange issues.
Experience in handling VPN/Wireless and Network connectivity issues.
Familiarity with Security services including Antivirus, VPN, Digital certificates.
Best RPO provides its customers with services required to keep the business operating as... efficiently and as cost effectively as possible, so all that the customers need to concentrate on, is their core business. Read full description