Associate 2

Overview

Title Associate L2 Skills (must have) • B. Tech or other graduation in Information and technology degree is must. • Team handling experience is a must. • ITIL process knowledge • MCP certification • 24/7 environment support model. • Minimum 3 years’ experience in information technology or technical support • Good understanding of software/hardware platforms, OS, Network and voice infrastructure • Working knowledge of security software options and functionality preferred • Strong communication, interpersonal and analytical skills to effectively communicate with all levels of employees. Excellent multitasking skills. • Familiarity with remote desktop applications and help desk software (eg. Bomgar) • Ability to work in fast paced self-directed environment Extensive familiarity with Windows operating systems and MS Office products Skills (good to have) • ServiceNow knowledge • Good at handling Escalations (1 year relevant exp) • Outstanding customer service skills and dedication to providing exceptional customer care. • Must be self-motivator and self-starter. • Exceptional listening and analytical skills • Additional certification in Microsoft, Cisco or similar technologies is a plus •Good hands on exp on Excel. Ability to analyse the services trends. (Ability to main customer satisfaction) Responsibilities • Taking ownership of customer issues reported and seeing problems through to resolution • Asking customers specific questions for quickly understanding the root of problems • Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams • Ensure all issues are properly logged and tracked till closure. • Follow up with clients to ensure their IT systems are fully functional after troubleshooting • Prioritizing and managing several unresolved problems at the same time• Communicating clients through various channels (e.g. phone, email, chat) until their technical issues get resolved• Document technical knowledge and updates in the form of IT/Customer notes in ticket.