IT Support Engineer I
- NCR Corporation
- 2 - 7 years
- Mumbai
- 3 months ago
- Email to a friend
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Job Description
Job Description
Shift: 24*7
Process: Voice
Location: Vikhroli -Mumbai
Job Title -IT help desk-Analyst
PRIMARY RESPONSIBILITIES
- Level 1 support for PC client issues e.g. desktop/laptop hardware, software, OS, printers, etc.
- Provide information on IT processes, general how-to queries and known outages.
- When a problem is reported, the Help Desk Analyst must analyse the symptoms, determine the root cause, review Knowledge Base instructions, provide resolution and document the relevant details.
- Escalate to appropriate Level 2 team when needed and monitor progress on critical priority tickets.
- Follow-up with Level 2 support teams for timely completion of tasks.
- This job role requires candidates to provide IT support on inbound and outbound calls, web tickets and chat. The IT Help Desk team operates on 24x7 basis. Team members are required to work in rotational shifts and observe a 5-day working week.
OTHER ESSENTIAL SKILLS:
- Telephone etiquette - basic call handling skills.
- Customer service skills (persuasion, empathy, helpfulness & positive attitude).
- Good business communication skills (e-mail).
TECHNICAL SKILLS:
- Candidates with prior experience in a technical, voice-based process will be given priority.
- Minimum qualification: HSC (Grade 12). Technical diploma is preferred, but not mandatory. Minimum 2 years of experience in a technical support role.
- Thorough knowledge of Windows 10 and above Operating System.
- Good working knowledge of Windows, MS Office 365 & internet technologies. Basic knowledge of networking concepts, troubleshooting LAN/remote access problems.
- Expertise in configuring and troubleshooting Office365, Browser troubleshooting. Ability and willingness to learn quickly, keep knowledge current.
COMMUNICATION SKILLS:
- High proficiency in English grammar, vocabulary, and sentence structure. Fluency in speech - Ability to hold a conversation with ease and minimal use of fillers.
- Clarity in speech Neutral accent, appropriate rate of speech, pleasant voice, and confident tone.
- Listening skills - Comprehend what is said, respond appropriately without interrupting the speaker
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Hardware & NetworksRole Category: IT NetworkRole: Network (Support) EngineerEmployement Type: Full timeContact Details:
Company: NCR CorporationLocation(s): Mumbai
Keyskills: configuring customer service microsoft windows lan troubleshooting it support hardware networking networking remote access system administration technical support outlook configuration desktop engineering lan troubleshooting desktop support
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