Senior IT Support Engineer (2-13 yrs)

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