Education Qualification :

Any Graduate (Engineering / Science)

Skills :

Primary -> Technology | End User Issues | Printer+Scanner+Outoook+MS Office+Applications | 3 - Experienced

Tertiary -> Behavioral | Aptitude | Communication | 2 - Knowledgeable

Tertiary -> Behavioral | Aptitude | Information Processing | 2 - Knowledgeable

- Handle incoming calls, emails, and chat from the users. Some account may require working on rotational shift
- Ability to comprehend end users from international locations over the phone
- Recording, classifying and prioritizing tickets
- Providing initial support and troubleshooting based on Knowledge Base articles
- Contributing to Knowledge Base with recent articles
- Taking a remote of an end users? machine if required while troubleshooting
- Routing requests to the appropriate support groups third party suppliers when tickets are not resolved during initial support
- Monitoring the status and documenting the progress towards resolution of all open tickets
- Keeping affected users informed about the progress.
- Escalating the process if necessary




- Resolution confirmation and closure of tickets within the SLA
- Attend trainings and complete certifications for set competencies

Technical Skills

- Ability to differentiate between different type of IT assets
- Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11
- Understanding of desktop applications and how do they work, installation and uninstallation
- Ability to support users in business applications based on SOP?s

5.

Troubleshooting

Desktop/Application remotely

- Ability to carry out Disk management, Disk Encryption, Wireless configuration
- Ability to check utilization and availability, ability to perform start up and shut down services by following SOP
- Ability to Install and configure email client, troubleshoot connectivity issues
- Ability to troubleshoot calls for printers and copiers locally and remotely

Desired Skills

- Understanding of domain setup and ability to add / remove computers to domain ? (For MSP and Enterprise)

📌 Administrator - Service Desk (Bengaluru)
🏢 Microland
📍 Bengaluru