:
Education Qualification:
- Any Graduate (Engineering / Science)
Skills:
- Primary -> Technology | End User Issues | Printer+Scanner+Outoook+MS Office+Applications | 1 - Aware
- Tertiary -> Behavioral | Aptitude | Communication | 1 - Aware
- Tertiary -> Behavioral | Aptitude | Information Processing | 1 - Aware
- 2. Ability to comprehend end users from international locations over the phone
- 3. Recording, classifying and prioritizing tickets
- 4. Providing initial support and troubleshooting based on Knowledge Base articles
- 5. Contributing to Knowledge Base with recent articles
- 6. Taking a remote of an end users’ machine if required while troubleshooting
- 7. Routing requests to the appropriate support groups third party suppliers when tickets are not resolved during initial support
- 8. Monitoring the status and documenting the progress towards resolution of all open tickets
- 9. Keeping affected users informed about the progress.
- 10. Escalating the process if necessary
- 11.
Resolution confirmation and closure of tickets within the SLA
- 12. Attend trainings and complete certifications for set competencies
- Technical Skills
- Ability to differentiate between different type of IT assets
- Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11
- Troubleshooting Desktop/Application remotely
- Ability to carry out Disk management, Disk Encryption, Wireless configuration
- Ability to check utilization and availability, ability to perform start up and shut down services by following SOP
- Ability to troubleshoot calls for printers and copiers locally and remotely
- Basic Networking (Protocols/OSI Layers/IP address)
- Desired Skills: - Understanding of domain setup and ability to add / remove computers to domain - (For MSP and Enterprise)