CERTIFICATIONS:

ITIL Foundation, MCSE, CCNA, CompTIA A+,  CompTIA N+, Azure or any Cloud/Technology related certificates

EXPERIENCE:

3 - 5 years

RESPONSIBILITIES (INCLUDES ALL TASKS):

·      Receive IT support requests via various support channels such as email, phone and Teams and log them in the ticketing system

·      Logging, Handling and Resolving the tickets in ticketing system.

·      Handle L1 tickets, troubleshoot and diagnose IT problems, identify root causes, and implement solutions with low MTTR

·      Responding in a timely manner to technical issues and requests with high quality to meet Response SLA.

·      Installing and configuring computer hardware, software, systems, networks, printers and scanners for end users

·      User access management

·      Analyze, diagnose and troubleshoot issues and malfunctions with hardware and software.

·      Excellent problem-solving and analytical skills

·      The ability to break down technological processes and deliver clear, step-by-step instructions to users.

·      Provide professional support to VIP users.

·      Assisting with the setup and deployment of new devices, including computers, printers, and mobile devices

·      Providing training and guidance to end-users on IT tools, applications, and best practices to enhance their productivity and technical proficiency

·      Work with the team to provide high quality IT services to the users.

·      Manage tickets as ITIL process efficiently as per defined SLA

·      Routing tickets in ITSM tool for efficient ticket management and timely resolution

TECHNICAL SKILLS /COMPETENCIES:

MANDATORY

·      Comprehensive knowledge of computer systems and experience troubleshooting hardware and software.

·      Basic networking experience

·      Comprehensive experience in OS systems.

·      Proven experience in ticketing systems – BMC Remedy and Manage Engine ITSM preferred

·      ITIL V3 Foundation certified

SOFT SKILLS:

MANDATORY

·     Excellent communication skills, both written and verbal

·     Time Management

·     Attention to details

·     Patience

·     Work under pressure

·     Multitask Management

·     Analytical & Problem-solving skills

·     Teamwork

·     Flexible to work in Shifts and On-call