Apptad - Jr Technical Support

Responsibilities : Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer s end users Route problems to internal 2nd and 3rd level IT support staff. Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. Administer and provide User account provisioning. Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions.. Responds to telephone calls email instant messages and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.. Respond to and diagnose problems through discussions with users including problem recognition logs research isolation resolution and followup steps; Provide level 1 remote desktop support and perform other activities based on SOPs. Perform user account management activities Escalate complex problem to appropriate support specialists Responsible for activities relating to the evaluation analysis and setup of PCbased software products (e.g. word processors spreadsheets presentation graphics database management systems electronic mail and communications). Troubleshoot client software and basic network connectivity problems. Identify evaluate and prioritize customer problems and complaints. May train users and operators on a limited basis and/or may write training procedures. Participate in ongoing training and departmental development. Routine maintenance updates with other IT staff and business units. Provide all required documentation including standards configurations and diagrams. Provide knowledge transfer of EUC operations Phone support experience necessary. Technical helpdesk or technical call center experience is necessary. Disciplined systematic problem solving skills required. Handson work experience with the following: Windows Operating systems Clients: Windows7 Windows Vista Windows XP Windows 2000 Servers: Windows 2000 Windows 2003 Windows 2008 Knowledge of Active Directory Exchange 2003/2007 ITSM ticketing tools such as Remedy HP Service Center Peregrine Service Center User account creation for Active Directory Exchange Mailboxes Distribution lists Remote desktop connectivity applications like SMS Bomgar WebEx Live Meeting and Windows Native tools MS Office Suite (XP): MSWord MSExcel MSPowerPoint MSOutlook MS Project and MS Visio Internet browsers (e.g. Explorer Chrome Firefox) VPN and remote dialin users Support for laptop desktops and printers PDA and blackberry support Others: Adobe Acrobat and other common desktop applications like Winzip etc Excellent communication and conversation skills (Verbal and Written) Good documentation skills Good working knowledge of MS OFFICE (Including MS Project and Visio) Should have a great customer handling skills Able to handle unforeseen situations High level of acceptance Can drive HCL s value and its methodology Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone. Personal dedication to providing high quality superior service at all times. Ability to finish what is started is a must. Ability to integrate as a crossfunctional team player in a fastpaced envir

Experience

2.55 Years

Qualification

B.E
BTech