- Hardware Diagnostic and Hardware Fault Determination and Software Troubleshooting.
- Providing remote technical support to users of desktop and laptop, printer etc.
- Provide support to Google Site, Bomgar etc.
- Basic administration of Google Suite, Google Ops Support
- Resolve issues related to Google Drive file permissions and sharing.
- System Optimization - Conduct in-depth analyses of resource utilization and performance metrics for Google Workspace.
- Assist with account lockouts and user access issues.
- Ticket Triage- Manage incoming support tickets from various channels (email, chat, or ticketing system), Categorize, prioritize and respond to end-users.
- Ensuring technical queries not progressing are escalated.
- Handling VIP and escalation calls.
- Proficient in supporting hardware and software issues for computer systems and mobile devices.
- Interacting with senior users to understand the requirements.
- Perform direct hands-on problem resolution and escalation management for end-user troubles, application service interruptions and issues.
- Serves end users in resolving hardware and software issues by fielding telephone calls and email communication, diagnosing problems, and performing troubleshooting activities.
- Extensive diagnostic information gathering, troubleshooting, problem analysis and resolution.
- Investigation and resolution of issues and may also include performance monitoring.
- Skilled technologist with experience configuring computers and peripheral devices to work within established company and security parameters.
- Troubleshooter with excellent diagnostics and repair abilities.
- Expert in diagnosing security applications (Antivirus for computer systems and mobile devices
- Removed malware, ransomware, and other threats from systems (Windows, MacOS, Android and iOS devices)
- Analyzed customer's need and issues to identify troubleshooting methods needed for quick remediation
- Executed various techniques including Network troubleshooting, Application updates and applying patches to devices.
- Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
Desired skills / Nice to have skills
- Google Workspace Administration.
- Understanding of ITIL processes and methodologies.
- Excellent communication & interpersonal skills.
- Experience with ticketing tools SNOW etc.
- Knowledge of Incident, Problem, Change Management.
- Record events and problems and their resolution in logs.
- Able to resolve problems quickly.
- 24x7 support
📌 EUC Support (Hyderabad)
🏢 Newnovation Solutions
📍 Hyderabad
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