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Direct message the job poster from INFICARE SOFTWARE TECHNOLOGIES PRIVATE LIMITED
US IT/Infra /Non IT Recruiter
Experience: 2-3 years of Phone support experience Mandatory; 3+ years of Windows Technical Service desk experience is necessary.
Key Responsibilities:
- Knowledge in Windows buildout.
- Experience with Windows, AD, Avamar, VMWare, Citrix, Exchange, SCCM, SCOM, etc.
- Familiarity with ITSM ticketing tools such as Ivanti, ServiceNow, etc.
- Remote desktop connectivity applications and Windows end point support.
- Administer and provide User account provisioning.
- Document and manage problems and work requests using the Incident Management System.
- Respond to telephone calls, emails, and instant messages; create tickets and assign work orders/incidents to appropriate support teams.
- Diagnose problems through discussions with users, providing level 1 remote desktop support.
- Install desktop applications and software.
- Work experience with SCCM patch deployments and SCOM monitoring tools.
- Knowledge of scripting.
- Highly self-motivated with keen attention to details.
How You\’ll Contribute:
- Support for laptops, desktops, and printers.
- Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat for end users.
- Route problems to internal 3rd level IT support staff.
- Coordinate and manage relationships with vendors and support staff for problem resolution.
Leadership Expectations:
Take part in and host regular knowledge sharing sessions, mentor junior team members, and support the continuous development of our practice.
Desired Skills:
- Ticket Management.
- Customer Satisfaction.
- First Call Resolution.
- Create SOP and Knowledge Base articles for top call generators.
- Identify and escalate high priority, high severity issues.
- Update pending tickets with timely, precise, and accurate updates.
- Follow up with end users and support groups for closure of pending tickets.
Seniority Level:
Mid-Senior level
Employment Type:
Contract
Job Function:
Information Technology
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Contact Detail:
INFICARE SOFTWARE TECHNOLOGIES PRIVATE LIMITED Recruiting Team