Specialist

Job Description (Posting).

PURPOSE OF THE JOB Provide Day to day operations support as Level 2 to end users. Deployment of Laptops (Windows 7, 10 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. (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