JD - Job Summary

Provide internal technical support for our end users through Phone, Chat, or other channels to resolve incidents and process requests quickly and efficiently. Has frequent interactions with customers, analytical & business staff & therefore, must be effective in interpersonal communications and problem solving. Uses a high degree of patience and problem management techniques to solve problems and follow through on resolution with users. Assist with Ticket Queue Management and backlog refinement. Responsible for client-side imaging technologies for all supported software and hardware platforms. Accountable for all software, hardware, and business application support compatibility with current and future technologies. Attends project/product meetings & maintains a current level of knowledge & training in related phone disciplines. Keeps up with current & future client technologies, infrastructure operations & industry best practices & certifications. Flexible and willingness to work in 24*7 setting (7:00 - 16:00, 15:00 - 00:00, and 23:00 - 08:00 Shifts).





Primary/Essential Duties and Key Responsibilities

Coordinate and/or perform fixes over the Phone/Chat/or any other introduced channels.

Diagnose/troubleshoot issues and provide assistance to colleagues ensuring they are dealt with in a pleasant, professional and timely manner.

Maintain working relationships with all IT & business resources, acts as the liaison between support staff & senior technical resources.

Ensure proper/accurate/up-to-date documentation and categorization for all problems, incidents and requests.

Responsible for escalating all incidents and requests to appropriate support teams when resolution or process is unknown or out-of-scope in a timely manner.

Active Directory knowledge including understanding of GPO, Office 365, user/computer/exchange accounts, administration for imaging, management & client patching as needed.

Install, configure, test, maintain, monitor, and

📌 IT Support Technician II (Noida)
🏢 Trigent Software
📍 Noida