India · Mid Level
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Provides technical support by Diagnose and solve software and hardware problems and connectivity issues for computer users.
• Installs new hardware and software as per requirement.
• Provide first level one-on-one contact and communicate resolutions to customer issues.
• Document work done in ticketing system by recording the issue, outcome and resolution.
• Track, route and redirect problems to correct resources.
• Follow up with clients, provide feedback and see problems through to resolution.
• Knowledge of windows, networking technologies, Windows O/S (Windows 7/8/10), PCs, laptops, printers (laser/inkjet/barcode), and cabling systems. Thorough knowledge of Microsoft Office Suite, Adobe Acrobat and related software. Knowledge of internet remote access technology.
• Knowledge of Windows Domain environment and Active Directory
• Experience supporting A/V conferencing technologies.
• Customer service orientation toward helping people with a calm, helpful, and empathetic demeanour.
• Proven working experience in providing help desk support and experience providing face-to-face desktop support to users in a heterogeneous network.
• Network troubleshooting skills.
• Operate & Monitor Data Centre’s physical environment control systems (UPS, Precision AC, Access Control, CCTV, IBMS, Fire Alarm and Suppression system, VESDA, Water Leak Detection System, DG Set etc).
• Operations Management on call 24 X 7 basis to respond to any operational problems.
• Responsible for initial problem determination, resolution, reporting and escalation procedures to insure proper systems and Data Centre computing platform operations.
• Work on shifts and weekend/off-hours support to ensure 24/7 availability of overall IT Infrastructure.
• Excellent problem-solving skills.
• Good interpersonal and communication skills
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