Designation: L1 Support Engineer, within our IT Infrastructure business for the first level of Troubleshooting on systems, applications, network etc. Selected candidates would be trained and will work in a front end client facing role and would to be the first point of contact for any IT related issues Laptop/ Desktop/ Printers, Operating System and Network connectivity etc.
-Candidates should have excellent communication skills.
-Predominantly Voice Interaction support and also through email, chat & remote support.
-Decent knowledge related to Operating System, Hardware, Networking, etc.
Microsoft Windows Operating Systems (9X, NT, 2000, XP)
Printers and print Services
E-Mail and Internet mail
. Familiar with Lotus Notes and MS Outlook email clients.
2. IT Operations professionals support infrastructure operations and/or manage delivery for IT production systems and services based on operational requirements and service agreements.
3. Excellent communication skills, with neutral accent.
(Voice based Support)
4. Excellent written communication skills with email etiquette.
5. Good to Have:- Technical certification like A+, Network +, Security +, CCNA, MCP, MCSP etc.
Primary Skill : Service Desk Management (SDM)
Technologist to respond to the incidents / issues reported by Customer predominantly through Voice Interaction and also through email, chat & remote support.
Technologist to identify, investigate and diagnose the issue and take necessary action viz resolves or assigns the issue to right assignment group.
Follows the incident life cycle as defined by process viz logging the incident with proper priority, categorization and documentation, performs follow up on all necessary incidents as defied in process with customer to ensure timely closure.
Technologist constantly upgrades his technical, process and soft skills to achieve the client and internal quality scores with CSAT scores, resolution on call and customer service scores.
Assists with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement.
Performs incident notification and escalation to ensure problems/request/issues are communicated effectively and receiving proper management attention.
Incident management and usage of ITSM
Good problem solving and analytical skills
Excellent customer service skills
Ability to remain calm and courteous in periods of stress, and while facing an irate customer and managing back to back calls when required.
CTC: 2.22 LPA (22 to 25k take home salary inclusive of all allowances)
Bangalore, Hyderabad, Chennai, Noida, Delhi, Gurgaon, Mumbai, Pune, and Kolkata.
Date of Joining: Immediate.
Employee need to work in rotational shifts- 24x7 Support, shifts based on roster. This means role requires working in US / Night shifts and weekends and on national holidays.
Shift duration : 10 Hours (9 hours of work + 1 hour of break)
We follow 5 day work a week, however weekend off may not always be on Saturday & Sundays
and may fall on other week days based on roster.
Feel free to reach out to me for any further queries.
1. Group Discussion (GD)
2. Face to Face Technical Round.
3. Voice and Accent Round (V&A)