Technical Support Associate

Role & responsibilities

Assignment Description:

Helpdesk Engineer serving as the first point of contact for customers seeking technical assistance over the phone or email. Provide technical assistance and support incoming queries and issues related to computer systems, application and hardware. Detailed Description (Essential Duties & Responsibilities):

Key Skills: He/She must be familiar with the following technologies:

1. Performing remote troubleshooting through diagnostic techniques and pertinent questions

2. Determining the best solution based on the issue and details provided by customers

3. Respond to queries either in person or over the phone and other modes

4. Maintain daily performance of computer systems.

5. Respond to email messages for customers seeking help.

6. Ask the right questions to determine nature of problem.

7. Create an Incident number for every issue handled and properly follow up till a workable solution is provided and with the consent of the user close the incident.

8. Perform to assigned KPIs and always adhere to agreed SLAs at all times

9. Walk customer through problem-solving process.

10. Install, modify, and repair computer and other hardware and software. 11. Plan and conduct scheduled and routine maintenance

12. Run diagnostic programs to resolve problems.

13. Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

14. Install computer peripherals for users.

15. Follow up with customers to ensure issue has been resolved.

16. Gain feedback from customers about issue resolution.

17. Run reports to determine malfunctions that continue to occur.

Preferred candidate profile

Candidate Profile (Required Qualifications)

• BCA/MCA or Equivalent degree from an accredited educational institution in Information Technology
• Must be ITIL certified
• Overall 1 or 3 years of technical experience maintenance support, with medium to large scale system projects in information systems

• Strong knowledge of standard hardware & computing configurations • Clarity in verbal and written communication in English

• Strong Coordination / Collaboration Skills

• Analytical and Problem Solving abilities

• Quick Learner and a good team player
• Experience to work and interact with clients

Interested candidate please share cv

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