Experience

3-5 Years

Job Description

ROLE AND RESPONSIBILITIESROLE AND RESPONSIBILITIES:

- Primary contact point for end users via phone/Chat/self-service tickets.

- Qualify and Open tickets for remediation of events.

- Triage Tickets to respective teams.

- Regular update and follow up on tickets in the queue

- Follow up tickets till closure.

- Ability to manage a variety of technically complicated tasks effectively

- Experience in Remote support and troubleshooting skills.

- Understanding of Basics Hardware accessories / devices and peripherals

- Should be flexible for rotational shifts

- Excellent oral and written communications skills

- Exposure in practicing ITIL standards for Infrastructure management

QUALIFICATIONS AND EDUCATION REQUIREMENTS:

- A Bachelor’s / Master’s Degree in Computer Engineering, Information Technology

- ITIL V4 Foundation training or certification

- Knowledge and experience using OS like windows, Mac and Linux

- Working knowledge of MS Office (PPT, Excel, Word)

- Candidates who are confident of clearing extensive Background verification till previous Organization only shall apply.

PREFERRED SKILLS:

- Certification – ITIL V4, Modern Desktop administrator (MD 103)

- BEHAVIORAL ATTRIBUTES:

- Demonstrates a "can do" attitude and is willing to stretch self to achieve and exceed defined goals/targets

- Excellent problem solving / troubleshooting skills

- Displays awareness of customers’ stated needs and gives priority to meeting and exceeding customer expectations

- within stipulated time

- Explains ideas clearly and logically to others and is attentive in interactions

- Identifies the target audience for communication and carefully listens to their opinions and feedback

- Ability to work in Teams

Required Technical/ Functional Competencies





PRIMARY SKILLS:

- 4-6 Years of call taking profile with core Help Desk Skills

- Experienced in Incident Management

- Basic Understanding of the Enterprise IT Infra set up

- Basic knowledge on Active Directory.

- 4+ years’ experience supporting wide multiple versions of operating system

- Basic O365 Administration using Office365 Admin Console.

- Strong writing and documentation skills a must including being able to train other Engineers as and when required.

- Good knowledge on trouble shooting email client issues like Outlook.

- Excellent Hardware and software troubleshooting skills

- Good understanding in handling Microsoft office suite functionality and troubleshooting skills.

- Fluent in English, in both oral and written communication

- Good knowledge in Utility software technical knowledge such as Antivirus and others.

- 24x7 Rotational Shift, ability to working from office is preferred, location will be city with Yash Office.

- Good knowledge on trouble shooting email client issues like Outlook.

- Excellent Hardware and software troubleshooting skills

- Good understanding in handling Microsoft office suite functionality and troubleshooting skills.

- Fluent in English, in both oral and written communication

- Good knowledge in Utility software technical knowledge such as Antivirus and others.

- 24x7 Rotational Shift, ability to working from office is preferred,



location will be city with Yash Office.

DESIRABLE SKILLS:

- Able to understand the email flow issues internal & external

- End-user support, OS troubleshooting and support, Basic software troubleshooting and support (MS office, Messengers, outlook, etc.).

- Demonstrate a high level of customer relationship skills which includes email etiquette.

- Good Communication skills, follow up skills, Willingness to work in rotational shifts

- Remote troubleshooting

Required Behavioral Competencies

Accountability:

- Takes ownership for and ensures accuracy of own work, meets deadlines, and asks questions about possible gaps to ensure clarity of ownership.

Agility:

- Demonstrates a willingness to accept and embrace differing ideas or perceptions which are beneficial to the organization.

Collaboration:

- Participates in team activities and reaches out to others in team to achieve common goals.

Customer Focus:

- Displays awareness of customers stated needs and gives priority to meeting and exceeding customer expectations at or above expected quality within stipulated time.

Communication:

- Effectively communicates in written and oral form, well-organized thoughts to others. Speaks openly and honestly with all employees.

Drives Results:

- Demonstrates a "can do" attitude and is willing to stretch self to achieve and exceed defined goals/targets.

Certifications

Mandatory: CA, AZ104, MCSA, Business Intelligence Development Certification, Microsoft Certified Azure AI, Azure Data & Azure Administrator; Desirable: OCP, CCP/Yash defined course, Administration level Certification of any Storage Tool/Backup Tool

Mandatory: ITIL V4 Foundation

NCA - Nutanix Certified Associate

📌 Consultant - IT Service desk & Remote Tech Support 1 (Italia)
🏢 Gruppo importante
📍 Italia