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Senior IT Support Engineer

Senior IT Support Engineer

AricentAurangabad
30+ days ago
Job description

Role : SENIOR IT SUPPORT SPECIALIST

Job description :

Key Accountabilities :

  • Support end users, clients, stakeholder and partners via call, chat, and email mediums.
  • Act as a 24x7 support point to IT Infrastructure / Applications / Site Services support teams.
  • Provide 1st line diagnosis and ticket resolution.
  • Log all relevant incidents / Service requests details into the ticketing tool based on priority seriousness and categorization.
  • Escalate incidents and requests to appropriate service department for Level 2 & 3 resolution.
  • Adhere to work instructions and processes defined in SOPs.
  • Adhere to defined SLAs, KPIs and quality metrics to achieve IT goals.
  • Own the tickets and follow up until resolution on user behalf, communicate with end-users keeping them informed of ticket progress and its changes to deliver positive customer experience.
  • Update knowledge base with up-to-date relevant information as and when needed.
  • Report identified challenges and improvement opportunities to drive CSI.
  • Manage support queues to ensure all tickets are actioned on time.
  • Pro-actively identify system impacting issues through the analysis of user calls and tickets.
  • Perform real-time tier 1 troubleshooting via remote access to system components to isolate, manage and resolve issues.
  • Coordinates and tracks all maintenance activities.
  • Manage the intake of information and record accurately.
  • Develop and maintain positive communications between IT Infrastructure / IT Applications / IT Operations
  • Use acquired knowledge to influence and improve IT practices and technologies.

Essential Function :

  • Work in a Supervised Environment.
  • Execute Service Desk IT support functions for User Community
  • Provide technical user / systems support for desktops / laptops and user computing environments.
  • Coordinate actions across the IT organization to meet user requirements.
  • Primary IT point of contact for users (Customers).
  • Contribute to systems and operational projects.
  • Perform remote standard installations of software and software upgrades.

    • Skills :

  • Open minded and ready to learn and absorb things.
  • Excellent interpersonal, verbal, and written communication skills
  • Excellent problem-solving skills
  • Customer focused approach to work; excellent customer service skills
  • Experience in working with Incident / Service Requests.
  • Experience in handling calls, Chats, and emails from global users and effectively able to communicate remediate their queries and issues.
  • Capable to handle VIP users and users escalations.
  • Good experience in desktop support and operations, including PC and User support.
  • Good experience in troubleshooting PC OS, Software, and PC accessories
  • Ability to handle multiple tasks concurrently.
  • Ground concepts of networking, windows, MS Office, and other application environments

    • ref : hirist.tech)

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