Technical Associate (3-5 yrs)

Job Description :

Qualification : B.Tech or other graduation in Information and technology degree is must.

Skills :
- MCP certification

- 24/7 environment support model.

- Minimum 1 year experience in information technology or technical support

- Good understanding of software/hardware platforms, OS, Network and voice infrastructure

- Working knowledge of security software options and functionality preferred

- Strong communication, interpersonal and analytical skills to effectively communicate with all levels of employees. Excellent multitasking skills.

- Familiarity with remote desktop applications and help desk software (eg. Bomgar)

- Ability to work in fast paced self-directed environment

- Extensive familiarity with Windows operating systems and MS Office products

Responsibilities :

- Taking ownership of customer issues reported and seeing problems through to resolution

- Asking customers specific questions for quickly understanding the root of problems

- Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues

- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams

- Ensure all issues are properly logged and tracked till closure.

- Follow up with clients to ensure their IT systems are fully functional after troubleshooting

- Document technical knowledge and updates in the form of IT/Customer notes in ticket.

- Prioritizing and managing several unresolved problems at the same time

- Communicating clients through various channels (e.g. phone, email, chat) until their technical issues get resolved