Role & responsibilities

Role: Technical Support Associate

- Ability to work in 24*7 environment, this is a must
- First Point of Contact for users to report Technical issues
- Record all interactions through call, email or chat in the Ticketing System. Resolve issues

under support boundaries and route issues beyond scope to the respective Support

Groups.

- First Line Troubleshooting to be done completely using the available resources and

documented before assigning/routing the tickets to the L2 Groups.

- Ensure reported issues are responded and addressed as per the defined SLA timelines
- To work towards effective and timely resolution of issues.
- Document the Learnings and contribute Knowledge Articles
- Timely Communication of Priority Issues to the respective stakeholders and coordinate

until resolution.

- Document detailed and accurate notes, record them on ITSM tool

Technical Skill set

- Voice Call Handling: excellent knowledge of handing voice calls and multitasking.
- Email Communication: skilled email writing skills.
- Chat Communication: professional chat writing skills and multitasking.
- Infrastructure Monitoring: Valuable understanding of Infrastructure components and

respective alerts.

- Exchange: Knowledge on functioning and configuration of Microsoft Exchange client.

AD: Knowledge on - Active directory, Proxy, DNS, Group Policy.

Network: Knowledge on LAN setup,



basic routing and switching, passive networking.

Desktop Security: Knowledge on Antivirus deployment and update, patch

management, monitoring and reporting.

Desktop, Laptop, Handheld devices: Knowledge on build management, OS

deployment, common application installation and troubleshooting, Hardware

knowledge.

- Troubleshooting: Remote troubleshooting experience : Desktop, Laptops, Notebook,

iPhone, Network printers, etc

- Printers: Hands on experience on managing printers (Local & Network printers) -
- MS Office: Good / excellent knowledge for support of MS Office and standard software
- Competencies:

• High Level of Communication Skills and ability to comfortably handle International Customers.

• Freshers and Experience both are eligible

• Experience with international voice will be an added advantage

• Flexibility to work in a 24*7 environment is mandatory

• Knowledge about Incident and Service desk management.

• Understanding of ITIL concepts

• Documentation Skills to contribute for Knowledge Articles and Knowledge Sharing

• Ability to initiate and manage Bridge Calls and coordinate in resolving P1/P2 issues.

Note: Please carry your resume and aadhar while coming and please mention Aniketh on top of your resume

Dont Walkin on Sat & Sun and festive days

📌 Walk-in || Mega Walkin For Service Desk Role (International Voice) (Hyderabad)
🏢 Tech Mahindra
📍 Hyderabad