Specialist

Job Description (Posting).

Provide Day to day operations support as Level 2 to end users.

Deployment of Laptops (Windows 10 & 11 OS) to the end users.

Provide Pre and Post Migration support for Laptop deployment

Provide specialized hardware / software / network problem diagnosis / resolution for customer s end users.

Provide onsite hands and feet support for Server and Network related issues.

Coordinate and manage relationships with vendors and support groups to have the resolution for any issues that come across during the migration.

Local language (in addition to English) proficiency is mandatory to provide support to end users who are not comfortable in English.

(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases