Required Travel :
Managerial - No
India- Pune (Amdocs Site)
Who are we?
If you’re a smartphone user then you are part of an ever more connected and digital world. At Amdocs, we are leading the digital revolution into the future. From virtualized telecommunications networks, Big Data and Internet of Things to mobile financial services, billing and operational support systems, we are continually evolving our business to help you become more connected. We make sure that when you watch a video on YouTube, message friends on Snapchat or send your images on Instagram, you get great service anytime, anywhere, and on any device. We are at the heart of the telecommunications industry working with giants such as AT&T, Vodafone, Telstra and Telefonica, helping them create an amazing new world for you where technology is being used in amazing new ways every single day.
In one sentence
The role involves handling incidents and service requests from customers/end-users by following the standard methods and procedures of the unit.
What will your job look like?
You will serve as the first point of contact for customers seeking technical assistance over the phone, Chat, tickets and Emails
You will be responsible for troubleshooting Laptop/desktop environments running Microsoft Windows operating systems
You will perform Remote Troubleshooting through diagnostic techniques and pertinent questions
You will provide accurate information on Amdocs IT products & services
You will perform a complete incident management by doing ticket analysis, service interruption analysis, triaging of issues, follow-up with relevant teams for resolution.
You will ensure that all required ticket information is available for further analysis (for example, screenshot of error and customer ID) and run methods and procedures to provide resolution to known/recurring issues.
You will determine the best solution based on the issue and details provided by customers
You will walk the customer through the problem-solving process
You will record events and problems and their resolution in logs
You will follow-up and update customer status and information
All you need is...
Bachelor's degree in Science/IT/Computer Science or equivalent
Should have minimum 1 to 2.5 years of technical support experience
Knowledge to remote support tools like Windows Messenger, RDP, Etc.
Good knowledge of PC hardware, Software Installation, Windows operating systems, Networking basics, Active Directory basics, Browsers & Outlook troubleshooting, VPN, Active Sync Microsoft 365, Skype, Office 365 etc.
Why you will love this job:
- You will get to show off your fine-tuned skills for resolving issues and helping the end-user.
- You will be a key member of a global, dynamic and highly collaborative team with various possibilities for personal and professional development.
- You will have the opportunity to work in a multinational environment for the global market leader in its field.
Amdocs is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to fostering a diverse and inclusive workforce