Executive

Title -

Technical Support – Executive / Sr. Executive

Job Description

Basic skills and competencies required :

Good knowledge on networking concepts such as network devices, IP,

OSI layers, Subnet and ports.

Understanding of common internet protocols such as

SSH, SMTP, DHCP, UDP, DNS, TELNET and FTP.

Good Knowledge on basic network devices - Hub, Switch, Router.

Familiar with the servers like web server, application server, mail servers,

DNS, DHCP, AD.

Good Knowledge of Internet and MS Office

Should be able to read, write and speak error free English & Hindi.

Good interpersonal skills

Roles and Responsibilities :

Full-time on call support to clients, take the necessary details followed by acknowledging and confirming the query by asking the targeted questions.

Managing the ring duration, average handling time, call abandon ratio etc. as per the agreed SLA.

Provide relevant solution to the query in shortest possible turnaround time. Ensuring the customer is not put on hold unnecessarily or for long

Refer to internal database or external resources to provide the accurate solution

Provide call back in case of unavailability of solution. Ensure the appropriate solution is provided to the customer and check for acknowledgement from customer for resolution of issue. Ensure the appropriate solution is provided to the customer and check for acknowledgement from customer for resolution of issue

Properly escalate unresolved issues to appropriate internal teams

Ensure all issues are properly logged on the relevant account / system / software

Login / Schedule adherence / use of relevant Aux code should be followed under all situations

Document technical knowledge in form of notes and manuals