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Information Technology Specialist

Information Technology Specialist

Sharp BrainsKottayam, IN
11 days ago
Job description

Job Details :

Position : IT Support Technician L1 (On-site)

Role Type : FTE

Working Days : 5 Days in a week

Contract duration : 1 year (extendable)

Contract Type : Freelance / B2B contract

Experience Required : More than 3 years as IT Support.

Site Address : India (Remote)

Languages required : English (B2), Chinese(C1)

PRIMARY SKILLS : -

  • 2-4 years of call taking profile with core Help Desk Skills
  • Basic Understanding of the Enterprise IT Infra set up
  • Basic knowledge on Active Directory.
  • 3+ years’ experience supporting wide multiple versions of operating system
  • Basic O365 Administration using Office365 Admin Console.
  • Strong writing and documentation skills a must including being able to train other Engineers as and when required.
  • Good knowledge on trouble shooting email client issues like Outlook.
  • Excellent Hardware and software troubleshooting skills
  • Good understanding in handling Microsoft office suite functionality and troubleshooting skills.
  • Fluent in English and Mandarin, in both oral and written communication
  • Good knowledge in Utility software technical knowledge such as Antivirus and others.

ROLE AND RESPONSIBILITIES : -

  • Primary contact point for end users via phone / Chat / self-service tickets.
  • Qualify and Open tickets for remediation of events.
  • Triage Tickets to respective teams.
  • Regular update and follow up on tickets in the queue
  • Follow up tickets till closure.
  • Ability to manage a variety of technically complicated tasks effectively
  • Experience in Remote support and troubleshooting skills.
  • Understanding of Basics Hardware accessories / devices and peripherals
  • Should be flexible for rotational shifts
  • Excellent oral and written communications skills
  • Exposure in practicing ITIL standards for Infrastructure management

    • QUALIFICATIONS AND EDUCATION REQUIREMENTS : -

  • A Bachelor’s / Master’s Degree in Computer Engineering, Information Technology
  • ITIL V4 Foundation training or certification
  • Knowledge and experience using OS like windows, Mac and Linux
  • Working knowledge of MS Office (PPT, Excel, Word)
  • Certification – ITIL V4, Modern Desktop administrator (MD 103)

    • DESIRABLE SKILLS : -

  • Able to understand the email flow issues internal & external
  • End-user support, OS troubleshooting and support, Basic software troubleshooting and support (MS office, Messengers, outlook, etc.).
  • Demonstrate a high level of customer relationship skills which includes email etiquette.
  • Good Communication skills, follow up skills, Willingness to work in rotational shifts
  • Good Communication skills follow up skills, Willingness to work in rotational shifts.
  • Remote troubleshooting

    • BEHAVIORAL ATTRIBUTES : -

  • Demonstrates a "can do" attitude and is willing to stretch self to achieve and exceed defined goals / targets
  • Excellent problem solving / troubleshooting skills
  • Displays awareness of customers’ stated needs and gives priority to meeting and exceeding customer expectations
  • within stipulated time
  • Explains ideas clearly and logically to others and is attentive in interactions
  • Identifies the target audience for communication and carefully listens to their opinions and feedback
  • Ability to work in Teams
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    Information Technology Specialist • Kottayam, IN