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Job Description Role - IT Support Engineer L2 Location - Chennai, Near western tower, Sunny side 4 Exp - 2+ years Rotational shift Hands on exp in providing Support to domestic and international users. Skills Required - Knowledge of Service Now ticketing or any other ticketing tool Office 365 knowledge for preparing of reports and dashboards Expert in Microsoft Window 10 and other Client level Operating System Troubleshooting of Citrix XenApp/XenDesktop or VDI issues Configuring & Troubleshooting MS Outlook Install, upgrade, support and troubleshoot, Windows 10 or any higher OS and Microsoft Office, O365 , MFA and other authorized desktop applications Strong technical aptitude, ability and troubleshooting skills to solve hardware and OS/Applications related issues Roles & Responsibilities :- Address user tickets regarding workstation hardware, software, networking and Support Software Applications Acknowledge and address all customer queries, requirements and needs with patience and empathy Hardware/Application Break Fix - Laptops, Desktops, VOIP, timely coordination, resolution, communication Asset Management and record keeping in Service Now Office 365 knowledge for preparing of reports and dashboards Escalate issues and involve experts wherever required to resolve issues as quickly as possible Independently resolve tickets within agreed SLA of ticket volume and time Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.) Direct unresolved issues to the next level of support personnel User account administration, i.e., account creation or management and password resets, profile setup etc.. Vendor Management & Coordination Conduct remote troubleshooting Good Problem-solving skills & Ability to multitask Able to work in 24*7 rotational shifts as per business need Raise awareness on End User Technology Products & Troubleshoot related issues Provide Hardware support - PCs, Laptops, Thin Clients, Mobile or Tablet Focus on providing customers with best-in-class support experiences Password resets, dbiOS, Remote Access etc.. Product Demo & Support Events, Provide guidance and training to customers on current technology and IT policies Incident / request handling through Service now tool / ITSM Deployment and decommissioning of new hardware Handling BYOD / Personal devices Knowledge article and New Submission request Process Provide onsite hands-on technical support and insightful advice to customers Educate customers on new technology and processes to enhance technology adaption Manage customer expectations to enhance the overall IT support experience If interested, pls share your resume at ritu.pathak@teamcomputers.com
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