Senior Technical Support Analyst
ConfidentialBengaluru / Bangalore, India5 days ago
Job descriptionSound expertise with windows-based desktop, hardware, software, networking and peripherals including, but not limited to, Microsoft products, servers, desktops, laptops, VPN, printers, video conferencing, telecommunications devices / monitoring tool including mobile devices, local area network, etc. Good knowledge of working with a Service Desk tool such as Ivanti IT Service Management (ISM). Take-charge individual with lots of energy & initiative. Excellent customer service skills and customer focus. Ability to effectively prioritize and execute tasks in a high-pressure environment. Must be highly self-motivated, self-directed, exhibit strong initiative and be attentive to detail. Good English verbal and written communication skills with the ability to present ideas in a user-friendly language. Flexibility to operate in a shift pattern of 16x5 2-3 years of experience in a related position in a corporate environment Bachelor Degree in IT or business related field or the recognized equivalent in work experience or self-study Experience with Desktop, LAN and telecommunications devices including mobile devices Microsoft, A+ ITIL
Job Summary
The Technical Support Specialist (TSS) is responsible for managing the lifecycle and resolution of incidents and requests globally for our EUC community.
Principle Duties And Responsibilities
- Manages the lifecycle (ticket generation to closure) of all in-scope incidents and service requests in line with service tickets best practice ways of working.
- Resolves incidents and fulfills service requests with high level of customer service.
- Prepare and maintain KDs for services in scope.
- Provide support, advise & training to TechM service desk when required.
- Participate in testing for introduction of new or improved services.
- L1-L2 Server / Network management
- L1-L2 Security related responsibilities
- Mail Administration
Knowledge, Skills & Abilities
Education And Experience
Required Education / Experience
Preferred Education / Experience
Skills Required
Desktops, Itil, Servers, Printers, microsoft products , Vpn, Video Conferencing, Laptops, local area network
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Technical Support Analyst • Bengaluru / Bangalore, India
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