Full Job Description
The shortlisted candidate should have strong communication, interpersonal, analytical, and problem-solving skills. Should have an ability to effectively communicate complex technical issues within the team, and is able to work individually or as part of a team to achieve project goals.
You are required to have skills in the following areas
Overall 3 – 5 yrs of experience in IT Service Desk.
Must be experienced in troubleshooting of complex issues.
Good Understanding of the Enterprise IT Infra set up
3+ years of experience supporting wide multiple versions of the operating system, which include WIN 7, WIN 8, and MAC.
Strong writing and documentation skills a must including being able to train other Engineers as and when required.
Core Help Desk Skills
Automatic call distribution (“ACD”) greeting management
Incident Management Process
Receive trouble calls and record trouble tickets;
Create work orders for “service requests” for Installation, Move, Add and Change (“IMAC”) as per the procedures provided by Client Organization;
Capture and Enter callers’ information into the Ticket Management System
Provide initial problem determination and first-level support problem resolution
Password reset for Windows AD
Operation system errors and warning (windows)
Outlook support
Office support
Telephony support (Cisco/ Avaya)
Android/iPhone/ support
Workstation/Laptop software and hardware
Basic hardware triage for PC – Printer issues
Network and VPN connectivity
Call tracking and escalation to Second Level groups
Remote control of desktops for troubleshooting and problem resolution purposes
Maintain accuracy of the information in the Chemours Knowledge Base and update as needed
Service Levels and performance reporting
Desirable Skills:
Strong organization and communications skills; must clearly communicate technical issues and resolutions to the team, customers, and management.
Utility software technical knowledge such as Antivirus and others.
Demonstrate a high level of customer relationship skills which includes email etiquette.
3 + years experience in handling Microsoft office suite functionality and troubleshooting skills.
Excellent Hardware and software troubleshooting skills.
Demonstrate strong analytical and problem-solving skills on workstations/client and server and business applications.
Roles and Responsibilities
Ability to manage a variety of technically complicated tasks effectively
Demonstrated initiative with commitment and ability to work under pressure and meet tight deadlines while still maintaining high-quality standards.
Should be willing to work in a 24/7 environment.
Experience in Remote support and troubleshooting skills.
Add and remove Hardware accessories /devices and peripherals.
Additional Comments:
Willingness to work in Rotational Shifts & Weekends (5 Days/week & 9 hours/day)
A Bachelor’s Degree in Engineering, Information Technology, or related field preferred and 2 years of relevant work experience in Desktop and Laptop support.
Microsoft Certification a definite PLUS
Experience in Active Directory and MS Exchange is a plus
Hands-on experience in responding, tracking, and following up on telephone, emails, and end-user requests for support.
Good phone etiquette and the ability to diffuse agitated situations
Allocation of unresolved incidents to the appropriate team.
Good coordination with L2 and L3 teams as and when required and ensure that the issue is addressed and closed on time.
Monitoring & Tracking, reviewing the progress of an incident, and keeping the customer informed.
Experience in handling basic Exchange issues.
Experience in handling VPN/Wireless and Network connectivity issues.
Familiarity with Security services including Antivirus, VPN, Digital certificates.