Job Description

Relevant Exp: - 2-3yrs and plus Work in Shifts: - Should be ready to work in rotational shifts Transport: - will be provided if staying in the transport zone Note: Excellent communication CTC: 4.5L Please send the candidates who have communication 4/5 Eligibility join: Candidate who can join immediately or 15days Responsibilities:- - Dealing with incoming issues in a professional, courteous manner over the phone and via email - Taking ownership of customer issues and managing them in a logical and methodical manner - Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures - Conducting full and thorough diagnostics with end-users to enable the first point of contact fault resolution - Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate - Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress - Diagnosing and resolving problems to the customer's satisfaction - Maintain and develop own knowledge and skills to assist with first-time fault resolution - Identify and escalate repeat issues or service risks into service management teams - Sharing knowledge with team colleagues - Manage a number of scheduled tasks for customers, designed to ensure that the customer's systems remain operational Skills & Experience:- - Familiar with working on Windows 2003/Windows 2008, or Linux based distributions (preferably within a hosting environment) - Hands-on on Active Directory - A keen interest in networking and WAN technology - Must be able to demonstrate a customer-first approach to support - The ability to liaise and communicate confidently and professionally with customer representatives at all levels - Natural aptitude for troubleshooting & problem solving - Have solid experience in a helpdesk or technical support environment - Highly organized and able to work on own initiative to complete the range of tasks required - Flexible and willing to work outside core business hours as required