Hiring For Technical Support Associate(International Voice)
- Tech Mahindra
- 0 - 5 years
- Hyderabad
- 5 months ago
- Email to a friend
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Job Description
Job description:
Role: TECHNICAL SUPPORT ASSOCIATE
- Ability to work in 24*7 environment, this is a must
- First Point of Contact for users to report Technical issues
- Record all interactions through call, email or chat in the Ticketing System. Resolve issues under support boundaries and route issues beyond scope to the respective Support Groups.
- First Line Troubleshooting to be done completely using the available resources and documented before assigning/routing the tickets to the L2 Groups.
- Ensure reported issues are responded and addressed as per the defined SLA timelines
- To work towards effective and timely resolution of issues.
- Document the Learnings and contribute Knowledge Articles
Timely Communication of Priority Issues to the respective stakeholders and coordinate until resolution
. Document detailed and accurate notes, record them on ITSM tool
Technical Skill set
Voice Call Handling: excellent knowledge of handing voice calls and multitasking.
- Email Communication: professional email writing skills.
- Chat Communication: professional chat writing skills and multitasking
Infrastructure Monitoring: Good understanding of Infrastructure components and respective alerts.
- Exchange: Knowledge on functioning and configuration of Microsoft Exchange client. AD: Knowledge on - Active directory, Proxy, DNS, Group Policy. Network: Knowledge on LAN setup, basic routing and switching, passive networking. Desktop Security: Knowledge on Antivirus deployment and update, patch management, monitoring and reporting. Desktop, Laptop, Handheld devices: Knowledge on build management, OS deployment, common application installation and troubleshooting, Hardware knowledge.
- Troubleshooting: Remote troubleshooting experience : Desktop, Laptops, Notebook, iPhone, Network printers, etc
- Printers: Hands on experience on managing printers (Local & Network printers) - Lex
- Tools: Hand on experience on ITSM tools like HPSM, BMC Remedy, Service Now, CA Service Desk, Monitoring Tools
ITIL: Knowledge of ITIL processes and procedures
.
A+: knowledge of A+ processes and procedures.
KM: Knowledge management understanding, review & create new knowledge articles.
MS Office: Good / excellent knowledge for support of MS Office and standard software
Contact Details:
BAHADURPALLY LOCATION : PLS COME FOR WALKIN mention MARINA on resume without fail
INTERVIEW TIME: 11:00 AM TO 12:00 PM (MONDAY TO FRIDAY)
INTERVIEW MODE : WALKIN ONLY
Bring 2 copies of Resume
INTERVIEW LOCATION: Survey no 62.TMTC SEZ, 1A, Qutubullapur mandal,bahadurpally,hyderabad telangana 500043
Share your CV in PDF format both freshers & Experience at 8309307***
Technical Knowledge & Experience is must as per the Job Description shared.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Technical Support - Voice / BlendedEmployement Type: FreshersContact Details:
Company: Tech MahindraLocation(s): Hyderabad
Keyskills: ITSM International Technical Support Desktop Support Technical Support Service Desk LAN Troubleshooting IT Helpdesk L1 Support Networking DNS IP Networking Troubleshooting IT Support ITIL IT Service Desk Technical Helpdesk International Voice
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