Aricent
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Senior IT Support Engineer (2-13 yrs) Maharashtra/Pune/Mumbai/Navi
Location:
Maharashtra/Pune/Mumbai/Navi
Description:
Role : SENIOR IT SUPPORT SPECIALISTJob description :Key Accountabilities :- Support end users, clients, stakeholder and partners via call, chat, and email mediums.- Act as a 24x7 support point to IT Infrastructure / Applications /Site Services support teams.- Provide 1st line diagnosis and ticket resolution.- Log all relevant incidents / Service requests details into the ticketing tool based on priority seriousness and categorization.- Escalate incidents and requests to appropriate service department for Level 2 & 3 resolution.- Adhere to work instructions and processes defined in SOPs.- Adhere to defined SLAs, KPIs and quality metrics to achieve IT goals.- Own the tickets and follow up until resolution on user behalf, communicate with end-users keeping them informed of ticket progress and its changes to deliver positive customer experience.- Update knowledge base with up-to-date relevant information as and when needed.- Report identified challenges and improvement opportunities to drive CSI.- Manage support queues to ensure all tickets are actioned on time.- Pro-actively identify system impacting issues through the analysis of user calls and tickets.- Perform real-time tier 1 troubleshooting via remote access to system components to isolate, manage and resolve issues.- Coordinates and tracks all maintenance activities.- Manage the intake of information and record accurately.- Develop and maintain positive communications between IT Infrastructure / IT Applications / IT Operations- Use acquired knowledge to influence and improve IT practices and technologies.Essential Function :- Work in a Supervised Environment.- Execute Service Desk IT support functions for User Community- Provide technical user/systems support for desktops/laptops and user computing environments.- Coordinate actions across the IT organization to meet user requirements.- Primary IT point of contact for users (Customers).- Contribute to systems and operational projects.- Perform remote standard installations of software and software upgrades.Skills :- Open minded and ready to learn and absorb things.- Excellent interpersonal, verbal, and written communication skills- Excellent problem-solving skills- Customer focused approach to work; excellent customer service skills- Experience in working with Incident / Service Requests.- Experience in handling calls, Chats, and emails from global users and effectively able to communicate remediate their queries and issues.- Capable to handle VIP users and users escalations.- Good experience in desktop support and operations, including PC and User support.- Good experience in troubleshooting PC OS, Software, and PC accessories- Ability to handle multiple tasks concurrently.- Ground concepts of networking, windows, MS Office, and other application environments (ref:hirist.tech)
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More About this Listing: Senior IT Support Engineer (2-13 yrs) Maharashtra/Pune/Mumbai/Navi
Senior IT Support Engineer (2-13 yrs) Maharashtra/Pune/Mumbai/Navi is a Technology IT Specialist Job at Aricent located in India. Find other listings like Senior IT Support Engineer (2-13 yrs) Maharashtra/Pune/Mumbai/Navi by searching Oodle for Technology IT Specialist Jobs.
Senior IT Support Engineer (2-13 yrs) Maharashtra/Pune/Mumbai/Navi is a Technology IT Specialist Job at Aricent located in India. Find other listings like Senior IT Support Engineer (2-13 yrs) Maharashtra/Pune/Mumbai/Navi by searching Oodle for Technology IT Specialist Jobs.