Gautam Buddha Nagar, Uttar Pradesh
Job Summary
The Hardware Support Administrator plays a critical role in ensuring the smooth operations of hardware systems by independently resolving support tickets, providing on-call assistance, and conducting root cause analyses. This position is vital for enhancing customer satisfaction and operational efficiency within the organization.
Key Responsibilities
Adhere To Quality Standards And Regulatory Requirements While Managing Hardware Break-Fix Incidents, Ensuring Compliance With Company Policies.
Provide On-Call Support For Escalated Hardware Issues By Diagnosing And Resolving Problems Effectively, Utilizing Hardware Troubleshooting Techniques.
Update And Manage The Knowledge Base By Documenting Solutions And Processes For Hardware Issues, Contributing To Continuous Improvement.
Independently Resolve Hardware Support Tickets Within The Agreed Sla, Ensuring Timely And Effective Service Delivery.
Enhance Customer Experience And Csat By Achieving First Call Resolution Rates And Minimizing The Number Of Rejected Resolutions Or Reopened Cases Through Effective Hardware Troubleshooting.
Skill Requirements
Proficient In Hardware Break-Fix Methodologies And Troubleshooting Techniques.
Robust Analytical Skills For Conducting Root Cause Analysis Of Hardware Issues.
Valuable Communication Skills To Interact With Customers And Provide Clear Guidance.
Familiarity With Ticketing Systems And Service Level Agreements.
Other Requirements
Optional Certifications: Comptia A+, Itil Foundation, Or Equivalent In Hardware Support And Operations
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