Ensures the availability of computer system services for Company employees (customers) by providing first and second level technical expertise, assistance, and project coordination necessary to remediate & install computer software products, modify/repair hardware, and resolve technical problems
Responds to incoming service requests via telephone, email, self-service, instant messaging, and other contact methodologies in a timely manner.
Uses the prescribed workflow tool(s) to track 100% of all customer contacts, researches questions,and issues and resolves each interaction in accordance to the IT Global Support Model and the specified Service Level Agreement (SLA)/Operational Level Agreement (OLA). Documents each contact with adequate details according to Company guidelines and Work Instructions.
Performs workstation operating system installs from a production core image. Provides feedback to Workstation Engineers on issues observed with the core image.
Uses IT tools such as Remote Desktop Connection, Active Directory, etc.to troubleshoot and remediate issues.
Configures and troubleshoots VPN connections for internet connectivity.
Installs MS Office and other packaged software, and provides support.
Escalates problems to senior level support personnel, when appropriate, via proper escalation procedures.
Develops and expands writing and customer relationship skills and regularly attends technical and communication training sessions.
Work on special projects on an as needed basis
Performs other work-related duties as assigned. Position requires on-call work. Minimal travel may be required (up to 25%).
High School degree or equivalent plus nominal experience. A.A./A.S. degree in Computer Science or related field preferred, or equivalent education and experience.
A+ certification, Microsoft Certified Professional (MCP), and Help Desk Institute (HDI) Analyst or equivalent certification preferred.
Intermediate experience with the following software:
Microsoft Windows Operating Systems (XP Windows7, etc.), MS Office (intermediate use of Word, PowerPoint, and Excel), Adobe (knowledge of converting documents, editing
documents, etc.), possess a basic understanding of Active Directory (Security Groups, Resources, etc.), Cisco's Virtual Private Network client (remote access support necessary) along with token administration, MS Outlook (support of the email client).
Moderate customer relationship skills, proficient verbal communication and listening skills, and proficient writing skills.
Attention to detail, good organizational and administrative skills, and a team player.
Willing to take accountability for projects, problems, and issues, carrying through to resolution under supervision.
Ability to interact with end users and IT staff from multiple departments to establish high standards of computing support.
Ability to learn Company’s proprietary applications.
Ability to work under pressure, think logically, multi-task and juggle many issues at one time.
Primary Location Asia Pacific - IND-Hyderabad-Madhapur-Village
Job Information Technology
Travel Yes, 25 % of the Time
Employee Status Regular