Mega Walkin For International Tech Support
- Conneqt
- 0 to 5 Yrs
- Bengaluru
- 4 years ago
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Job Description
Position Summary
Provide 1st level technical support, service restoration, fulfillment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems.
Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Executes transactions as per prescribed timelines.
Required skill set
Analytical and Problem solving skills
Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues
Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues
Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently
Display ownership and accountability
o Quickly build trust and confidence with customer
o Own and resolve customer issues efficiently, effectively and empathetically
Mandatory requirement for experienced candidates:
12-18 months work experience in Service Desk/ Tech support process / Cloud Computing Process
Excellent communication skills C1 equivalent proficiency
Basic knowledge of cloud computing and types of cloud computing
Basic Knowledge of Mail server settings IMAP , POP and SMTP
Basic Knowledge of Domain Server Concepts like DNS ( Domain Name Server/Domain Naming System) , DKIM and DMARC
Basic Knowledge of SPF (Sender Policy Framework) or SPF records /TXT records, MX records, CNAME
Experience in working on Active Directory
Basic knowledge of Internet Protocols LDAP (Lightweight Directory Access Protocol )
Basic knowledge if SSON (Single Sign On)
Basic knowledge of API (Application-Programming Interface)
Intermediate knowledge of Prevention of Spam, Phishing and Malware
Intermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows)
Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite, of O365, Messaging, Outlook 2013-19, Skype for Business, Microsoft Teams, SharePoint and OneDrive for Business
Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.
Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
Intermediate knowledge of Network collaborations & VPN T/S, TCP/IP, OSI, Network devices and carriers.
Basic networking knowledge
Desired Experience
Prior work experience in any Google process
Worked for Google Cloud Platform or G suite or Google workspace processes in any capacity
Any cloud certification will be an added advantage
Google Workspace or G-suite Administration Specialization certificate will be an added advantage , candidates will have better chances to move to next round
Prior troubleshooting experience in product support specifically for business collaboration tools
Candidates from direct competition ( Workplace from Facebook, Microsoft collaboration tools ,Drop Box , Libreoffice , Apache open office and others) will be given priority
Good knowledge of google products and services example Google Search , Google Maps, Google Cloud, Chrome, YouTube, Gmail, Google AdSense. Google Drive. Google Pixel, Google Public DNS, Google News, Google +, Google news and Google docs etc.
Time Management Skills
Being proactive and show the utmost respect for customers time
Good time management, ensuring all contacts with customers add value
Ability to Multitask
Communication & Relationships Skills
To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web tickets, chat and e mail.
Offering advice to end users on all IT related areas. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.
Skills & Knowledge
Communicate at all levels
Ability to work across organizational and professional boundaries
Excellent verbal and written communication skills
High level of interpersonal skills, including active listening and understanding
Good organizational skills and ability to prioritize workloads.
Work to tight deadlines / service levels
Business etiquette
Broad knowledge of IT products, services and terminology
Aptitudes
Identification of problems and solutions
Analysis of data
Presentation of technical functionality to a non-technical audience
Working knowledge of MS Office products
General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc.
Customer focused
Self-Motivated
Patient
Innovative
Flexible
Job duties and responsibilities
To improve user confidence in the user of computer software, being empathetic to a variety of new and experienced learners needs.
Education and other requirement
BCA/BTECH/MCA/BE- Computer Science
Employement Category:
Employement Type: Walk-insIndustry: BPO / Call CenterRole Category: IT Operations / EDP / MISFunctional Area: Not ApplicableRole/Responsibilies: Mega Walkin For International Tech SupportContact Details:
Company: Conneqt BusinessLocation(s): Bengaluru
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