Technical Support Analyst

Role : Service Desk

Experience : 3 to 5 years

Locations : Chennai, Bangalore, Hyderabad, Mumbai, Indore

Must-Have :

• Serving as the first point of contact for customers seeking technical assistance over the Phone & Self-Service tickets / Chat
• Willing to work in night shifts over prolonged period
• Excellent written & spoken communication skills
• Demonstrate effective soft skills, active listening skills and ability to empathize with customer’s situation
• Effectively manage length of calls, handle time, and after call work
• Walk the customer through the problem-solving process
• Determining the best solution based on the issue and details provided by customers
• Provide accurate information on IT products or services
• Good troubleshooting skills involving :

O Assisting users with password resets and account unlock for reported incidents and requests.

O Provide connectivity support for home users including network broadband, Virtual Technologies, and VPN

o Providing support on technologies such as MFA, SCCM

o Providing smartphone assistance for in home connectivity

o Providing Apple, Android device support over the phone

o Using specific tools to diagnose issues, make recommendations for resolution

o Placing corporate phone orders through authorized vendor portals

o Supporting hardware collection of terminated employees

o Providing support through the technologies such as Nexthink, Controlup and App Volume Manager

o Providing support to MacOs devices.

O Good working knowledge and experience in Active Directory (Add / Remove & Edit Users), Office 365, Jamf.

O Printer configuration and troubleshooting

o Creating and updating the Knowledge base articles for the infrastructure support