Bengaluru, Karnataka

Job Summary

To resolve the tickets raised as per the defined standards of time| cost and quality for increased customer satisfaction.

Key Responsibilities
To troubleshoot and resolve tickets raised by the clients.
To document all the defined processes and the methods of resolving the ticket| troubleshooting| etc.
To interface with customers for ticket clarification/resolution
To update self on latest technologies and related areas

Skill Requirements

Graduates with 2 - 3 years of experience in similar experience of service delivery

ITIL certified skilled (Optional)

Good knowledge on Active Directory Concepts

Positive Knowledge and sound technical troubleshooting knowledge on MS Outlook, VPN issues, Wi-Fi issues related issues

Good Knowledge on O365. Positive knowledge on creation of Active Directory accounts.

Valuable Knowledge on ticketing tools (Service Now, Remedy)

Answer requests / calls from end users related to hardware, software,



general computer operations

Prioritize calls according to priority matrix

Remote resolution capability with tool knowledge

Provide first level resolution based on SOP and KEDB. Valuable knowledge on ITSM concepts. (Incident management, Service Requests)

Maintaining ITIL based Documentation

Give pending call status on daily basis

Other Requirements

Good Verbal and Written Communication skills in English required

Highly Motivated with positive attitude

Capability to adhere to process

Solid Customer handing skills

Willingness to provide value addition to client.
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📌 Support Engineer Bengaluru (India)
🏢 HCLTech
📍 India