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Associate Tech Support Analyst

Bengaluru, KA
Job Code:
  • Banking & Finance
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Job Details

Executive management support on all workstation, telephony, mobile related issues and requests Provide 2nd level support on escalated workstation and mobile related issues and requests Effectively questions user to collect and understand information regarding the problem they are experiencing and leads user through diagnostic procedures to identify, isolate and resolve source of problem. Analyze customer problems and formulates plans to implement to obtain resolutions. Handles problem identification, research, isolation, resolution and follow-up for user problems. Interact with customers via telephone, e-mail, etc. providing technical support and problems solving abilities. Prioritize incidents and complaints to assure all SLAs are meet. Utilize all technical resources to solve customer problems. Escalate or work in tangent with appropriate support specialists or support groups on unresolved reported issues Escalate hardware repairs to third party maintenance providers as needed Maintains call records/logs and resolution detail utilizing case management solution, Remedy Able to effectively communicate both verbally and in writing with management to express ideas in order to make informed decisions. Installation of hardware/software as required. Provisions and prepares workstations using standard images. Setup and install new workstations, loaners and other workstation related equipment. Maintain 100% control of deployed assets by performing updates in Asset Center software relating to any changes in computer assets. Communicate and provide knowledge transfer to other agents/technicians on escalated calls and resolution. Coordinate and execute workstation relocation requests Work with other support groups, such as network operations, in assisting in the resolution of incidents or maintenance activities. Qualifications Knowledge Required Hardware/Software installation and configuration. Good knowledge of Windows 7, MS Office suite and Outlook. Familiar with Active directory, McAfee Enterprise security solutions like VirusScan, HIPS etc. Networking connectivity knowledge and troubleshooting. Experience in utilizing client remote control solutions & PC troubleshooting Microsoft Software troubleshooting. Setup, Configuration and troubleshooting of local and LAN printers. Cisco, or MS Lync Voice/Video troubleshooting. Experience with Apple & Google mobile devices. Experience & Education Required 2-4 year experience as PC technician supporting over 200 users. Experience providing support to software development environment preferred but not required. Skills Required Ability to explain technical concepts to non-technical users Ability to support users at various levels of technical competency Effectively manages difficult or volatile customer situations Problem Solving skills Ability to effectively perform problem isolation and resolution of critical systems in order to have the least amount of impact and downtime. Ability to schedule and prioritize Able to read and understand technical manuals, procedural documentation, and OEM guides. Excellent interpersonal skills Technical writing/documentation skills Ability to assess, analyze and research technical situations and provide viable alternatives Ability to learn new technologies and procedures quickly Ability to communicate effectively with wide variety of users and other technical teams Other Required Characteristics Results-oriented/self-motivated People-oriented/Team Player Strong interpersonal abilities must project credibility and integrity Flexible with hours Goal seeker Ability to multitask Inquisitive Creative Detail oriented A great listener
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BE/ B.Tech (Engineering) | B.Sc. (Science)

Experience: 2-4


Graphic Designing/Animation/Web Designing | Mobile | Network Administration | Software Engineer
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