Associate Infra Engineer

Job Description

Role: Associate Infra Engineer

Location: Mangalore (Morgan's Gate)

Shift: Rotational Shift

Experience - Freshers to 1 Year

Who are we looking for?

• Effective Business Communication
• Communication in neutral accent over phone
• Operating the computer, OS and Knowledge base navigation
• Use of Ticketing tool
• Account Management / Password reset
• Active listening and probing skills
• Level 1 technical troubleshooting
• Analytical skills
• Remote desktop skills

Technical Skills:

• Real life PC problems - Intermediate
• Client Technical Service Awareness - Beginner
• Relevance and use of technology in companies - Advance
• IT End Devices- Intermediate
• Virtual private network (VPN)- Intermediate
• Internet and Intranet - Intermediate
• Windows XP navigation - Advance
• Operating the computer - Advance
• Technical Troubleshooting - Account Management/password reset - Advance
• Technical Troubleshooting - OS - Intermediate
• Technical Troubleshooting - End Devices - Intermediate
• COTS Application - How to and basic triage - Intermediate
• Ticketing Tool - Intermediate
• MS Office - Intermediate
• Avaya/BP Phone Operating skills - Beginner
• Remote Desktop - Beginner

Process Skills:

• Respond to customer queries via inbound calls, emails, chat and web tickets within defined SLAs
• Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL guidelines.
• Update users about request status and close request when users are satisfied with solutions
• Level 1 troubleshooting mainly related to desktop/OS, Custom and COTS applications, Exchange related, End devices, VPN, VOIP, VDI and share point as per guidelines in the knowledgebase.
• Remote desktop

Behavioral Skills:

• Good in communication
• Positive energy
• Positive attitude
• Self learner