Description:
Calls Handling:
- Tackle issues and service requests reported via calls
- Transfer and Patch calls
Emails Handling:
- Diagnose and resolve issues and requests, reported through emails
- Carefully follow through the email threads and manage them in outlook shared mailbox
- Respond with proficient technical writing skills
Tickets Management:
- Accurately maintaining the log and track of reported issues and requests via unique tickets
- Assignment of tickets to correct teams
- Ensure completing the cycle of tickets (open to end)
Access and Network ID Management:
- Managing/troubleshooting user accounts, user-permissions, ceasing user accounts and rights on corporate resources by applying group policies
- Troubleshooting Level-1 (preliminary diagnosis) of issues on Windows and Mac OS
- Dealing with minor Microsoft Outlook issues and providing support to users with email configuration settings on the exchange
- Providing/troubleshooting VPN services for remote users
- Providing onsite and remote help using VNC/Team Viewer utility.
Incident Management
- Acting as front line support for the users, carefully assessing the severity of the issues triaging and/or escalating them to relative support departments according to set policies and procedures.
- Manage enterprise wide outages, working efficiently and driving the teams towards root cause analysis, management
- Dealing with desktop support issues i.e. Application issues (Microsoft Office applications, client provided applications, in-house developed applications); ensuring and applying essential updates & fixes.
- Basic knowledge of Networks (IP related issues, router/hub/switch related issues, using network commands to troubleshoot, ping, nslookup, ipconfig, tracert, circuits, topologies, routing protocols). Server and System issues.
- Server and System issues.
- Telephony issues.
- Windows/Linux/Mac OS multiple flavors basic knowledge (Windows Server edition/Win 10/Ubuntu/Monterey etc.)