Desktop Support Associate Technician

Roles And Responsibilities
• Provide tier 1 support, analysis and resolution planning for detected issues and seeks appropriate resolution of issues. (Desktop & Laptop, Application, Network, & Server Platform troubleshooting)
• Responsible for receiving / logging calls from customers as per specified norms.
• Responsible for 24x7 shift operations in Global Helpdesk for supporting all internal & external clients.
• Responsible for handling all tickets across sites locally/remotely (Using remote tool) as per Global shift roster and guidelines.
• Escalate and track the trouble-ticket progress with other support/next level teams to make sure the tickets are being resolved within agreed SLA time frame.
• Responsible for proper shift handholding and handover process, all pending tasks/tickets should be given to next shift engineer with proper communication.
• Responsible for support users from home whenever required to WFH
• Ready to work in different shifts including Night shift. (24x7 shifts)

Experience
• Responsible for 24x7 shift operations in Global Helpdesk for supporting all internal & external clients.
• Responsible for desktop, laptop, network, server level1 troubleshooting & fix.
• Patch and security configuration compliance (includes virus detection for server and client and latest definition update)
• Escalating the calls to vendor whenever required, analyse reports & recommend changes to process/technology wherever required
• Documentation of the problems to support solution database for diagnostics and solution implementation. – E2E Case Management
• Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures
• Establishes and maintains excellent customer rapport.
• Handling of monitoring tools and first level analysis of alerts generated
• Handling Service request such has Create/ Delete/ Modify mailbox & mailbox properties.
• Handling mailbox movement, mailbox size increase, AD account creation, Backup monitoring.
• Understand how connectivity is established between client and server application.
• Responsible for multiple rollouts/release management whenever required.
• Need to take customer calls when required.
• Should be able work in different projects of IT.
• High priority & E2E support to VIP users.
• WFH support experience will be added advantage.

Skills Required
• Escalation and liaison both within TTEC Internal & external Support Teams both.
• Patch and security configuration compliance (includes virus detection for server and client and latest definition update)
• Escalating the calls to vendor whenever required, analyse reports & recommend changes to process/technology wherever required,
• Documentation of the problems to support solution database for diagnostics and solution implementation.
• Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures
• Establishes and maintains excellent customer rapport.
• Handling of monitoring tools and first level analysis of alerts generated
• Handling Service request such has Create/ Delete/ Modify mailbox & mailbox properties.
• Handling mailbox movement, mailbox size increase, AD account creation, Backup monitoring.
• Understand how connectivity is established between client and server application.
• Responsible for multiple rollouts/release management whenever required.
• Need to take customer calls when required.
• Should be able work in different projects of IT.
• Should be having good understanding of new technologies and products.
• Provide update to any issue whenever asked.
• High priority & E2E support to VIP users.
• Should be capable to support users from home whenever required to WFH

Primary Location

India-Gujarat-Ahmedabad

Job

Information Technology