Specialist

Job Description (Posting).

Addressing user tickets regarding hardware, software and networking.

Install, upgrade and troubleshoot hardware and software systems.

Record technical issues and solutions in logs.

Follow up with clients to ensure their systems are functional.

Direct unresolved issues to the next level of support personnel.

Help create technical documentation and manuals.

Good understanding of computer systems, mobile devices and other tech products.

Knowledge of network security practices and anti-virus programs.

Ability to perform remote troubleshooting and provide clear instructions.

Excellent problem-solving and multitasking skills. (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