Primary Roles & Responsibilities:
Respond to calls, tickets and emails, and troubleshoot reported issues in a Service desk environment.
Troubleshoot escalated issues and help L1 support team to resolve end user’s trouble tickets.
Consult and collaborate with other IT departments to resolve issues quickly and efficiently, when needed.
Escalate unresolved issues to the appropriate internal channel
Diagnose and troubleshoot applications, operating systems and software issues, and technical issues, including login account and email account setup.
Maintain ticket updates for all reported incidents.
Troubleshooting of Antivirus issues such as virus outbreaks, virus definition issues etc.
Provide timely communication on issue status and resolution.
Proven ability to multi-task, effectively determine priorities and meet SLA’s.
Adaptable and flexible in a fast-changing industry and work environment.
Hands-on experience with Service desk and remote control softwares.
Properly escalate unresolved issues to appropriate team members
Communicate with users with a high degree of etiquette and professionalism
Ensure all the calls have been attended and updates in the Ticketing Tool whichever come under their bin.
Contribute to improving customer support by actively responding to queries and handling complaints
Perform other duties and participate in special projects as assigned.
Communication Skills:
Excellent English Speaking/Reading & written communication skills. Clear, understandable
Schedule Flexibility: Willingness to work a flexible schedule including occasional after hours on- call, multitask and resilience.
Knowledge, Skills, Abilities
Bachelor's degree in Electronics / Computer Science / Information Technology or related field and 8 years of experience, or combination of education and 6-8 years of relevant experience
Work Experience in MS 365 / Azure cloud environment, Office 365 applications
Experience in Windows operating systems (XP through Windows 11) required.
Analytical skills to identify and resolve matters of significance
Problem solving skills to troubleshoot various problems within varied environments
Superior time management skills
Superior interpersonal skills to interface with internal and external users, customers and vendors
Ability to multi-task and work under pressure and adapt to fast paced changing requirements and requests
Management of MS 365 / Azure cloud / Share Point / One Drive / In Tune
Office 365 support and MS Teams support
End User Desktop support (Remote support) and Troubleshooting
End User desktop applications, Office, email support
Basic management and configuration of applications
Familiarity with email server and spam filtering technology.
Training & Certifications
Current and valid industry Training/certifications in the following preferred
ITSM (Ticketing) Tool
Training in Operating systems management and Basic Network Operations
Knowledge of IP routing protocols and implementations
Microsoft 365 Certified: Administrator Expert
Microsoft Certified: Azure Administrator Associate
