Description
This position is office based, primarily responsible to provide technical support to business users in both networked and standalone configurations and helps in resolving technical issues. The support is provided remotely via phone or email and sometimes through instant messaging.

Responsibilities
- Supports business users through remote access software while identifying, researching, and communicating on technical issues and driving them towards resolution.
- Operate in 24x7 rotational shifts.
- Responds to telephone calls & emails, for technical and functional support. Technical support involves troubleshooting, training, report generation and fault logging of IT systems for end-users of business applications. Functional support includes supporting internal IT teams by providing detailed documentation on tickets, providing access to applications in production setting, helping in processing security forms, submitting application and network performance KPI.




- Responsible for meeting defined service level agreement for resolving service requests and incidents (from opening to closure).
- Document, track, and monitor issues to ensure timely resolution of service center tickets.
- Follows standard support procedure in emailing customers, responding to calls, ticket documentation and other communication.
- Maintains call log history for statistical analysis and performance measurement purposes.

Supervisory Responsibilities
This position has/does not have direct supervisory responsibilities.

Qualifications
Required
• Bachelor’s degree, preferably in computer science, or equivalent education and experience.
• 1-3 years of IT support experience and/or call center experience (Windows 10/11/Linux Support).
• Good problem-solving skills and attention to detail.
• Excellent communication skills in English language.
• Able to work independently, & willing to work in rotational shifts.

Desired
• Microsoft, Cisco and ITIL certifications.

Knowledge, Skills, A

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