Actively Hiring || Team Lead ( Vip Support )
- Microland
- 3 - 5 years
- Jaipur
- 6 years ago
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Job Description
We are eager to introduce you to our 4000-strong team of exceptionally skilled professionals. We have curated a work environment where you will have limitless Opportunities to Learn, Earn and Enjoy.
Title : Team Lead
Work Location : Jaipur (Kukas )
Designation : VIP Support Er
Experience : 3 to 5 years
Qualification : Bachelor's or Master's Degree or 10+2+3
Responsibilities :
Single Point Of Contact (SPOC) assistance for End User Support
To respond to the incidents /problem/change reported by Customer predominantly through Voice Interaction and also through email, chat and web portal
Log Tickets in the call-logging tool on behalf of users
Take necessary action viz resolves (over phone or remote) or assigns the issue to right assignment group
Monitor the service desk tool for open and pending incidents
Own the incident and provide end to end resolution for the ticket
Should be technical helpdesk and should be in a position to resolve L1 and L1.5 calls with minimum 1year of experience
Experience in the domain of voice technical support/ helpdesk is must
Knowledge in International service delivery standards such as ITIL, eSCM or CMMi
Excellent verbal & written communication - Interpersonal skills
Should be able to drive customer experience via HD support
Must be familiar with Microsoft technologies and windows environment
Smartphone/Desktop and Laptop hardware/software troubleshooting.
Office utility tools, antivirus tools, personal firewall tools or other business productivity tools troubleshooting
- System start up and shutdown and reboot as per predefined procedures and in consultation with Manager (based on SOP)
- Technically good in Active Directory.
- Technically perfect in End User Support, Data Backup.
- Monitoring hardware failure and its rectification (this based on SOP)
- Ensuring Vendors escort (follow defined protocol)
- Change control activities as per change management process (support / SOP)
- In case the server is under warranty replace the defective spare with good spare (vendor)
- Log calls with Vendors to report an failure of DC Core Infrastructure Monitoring environmental factors Air conditioning / Humidity (SOP)
- Monitor UPS availability / Battery load / Fire alarm systems (SOP)
- Monitoring cabling and racks (SOP) Manage Physical security
- Server Rooms access control/Logs (SOP) Escalation of unresolved problems to Vendors, (PROCESS)
- Coordinating with Vendors to ensure that the calls logged are responded by the Vendors and resolved within the time stipulated in their contract,
- Measure response time, resolution time of the calls logged with Vendors, analyze and report SLA adherence by Vendors,
- Discuss the performance in line with the contractual obligations (LEADS JOB)
- Good End user support skill Knowledge of - server operating system, server, router & switch knowledge (OS installation, concepts & architecture, experience in Data centre operations, back up tools & operations, BCP / DR support are good to have)
Strong Morals (Accountability, Humility, Integrity)
Team Management, VIP User Handling
knowledge of Windows 8.1, 10 troubleshooting,
knowledge of network printer troubleshooting
knowledge of VC devices,
knowledge of barcode devices,
knowledge of Server level(AD/OU),
knowledge of Laptop troubleshooting,
knowledge of basic network troubleshooting.
Interested Candidates can drop their CV at ma******h@mi******d.com
Thanks & Regards
Manisha Sharma
Microland
Job Classification
Industry: OtherFunctional Area: Other, Role Category: OtherRole: OtherEmployement Type: Full timeEducation
Under Graduation: Any Graduate in Any Specialization, Graduation Not RequiredPost Graduation: Post Graduation Not Required, Any Postgraduate in Any SpecializationDoctorate: Doctorate Not Required, Any Doctorate in Any SpecializationContact Details:
Company: MicrolandLocation(s): Jaipur
Keyskills: Software Troubleshooting OS Installation Windows 8.1 Networking Technical Helpdesk Technical Support Service Desk End User Support Hardware Active Directory
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Microland
Microland Limited Microland is India's first Hybrid IT Infrastructure Services Provider and a trusted partner to enterprises in their IT-as-a-Service journey. Headquartered in Bangalore, India, Microland has over 3,700 professionals across its offices in India, North America, Europe and Middle ...
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