Senior IT Support Engineer

Role : SENIOR IT SUPPORT SPECIALIST Job description : Key Accountabilities : - Support end users, clients, stakeholder and partners via call, chat, and email mediums. - Act as a 24x7 support point to IT Infrastructure / Applications /Site Services support teams. - Provide 1st line diagnosis and ticket resolution. - Log all relevant incidents / Service requests details into the ticketing tool based on priority seriousness and categorization. - Escalate incidents and requests to appropriate service department for Level 2 & 3 resolution. - Adhere to work instructions and processes defined in SOPs. - Adhere to defined SLAs, KPIs and quality metrics to achieve IT goals. - Own the tickets and follow up until resolution on user behalf, communicate with end-users keeping them informed of ticket progress and its changes to deliver positive customer experience. - Update knowledge base with up-to-date relevant information as and when needed. - Report identified challenges and improvement opportunities to drive CSI. - Manage support queues to ensure all tickets are actioned on time. - Pro-actively identify system impacting issues through the analysis of user calls and tickets. - Perform real-time tier 1 troubleshooting via remote access to system components to isolate, manage and resolve issues. - Coordinates and tracks all maintenance activities. - Manage the intake of information and record accurately. - Develop and maintain positive communications between IT Infrastructure / IT Applications / IT Operations - Use acquired knowledge to influence and improve IT practices and technologies. Essential Function : - Work in a Supervised Environment. - Execute Service Desk IT support functions for User Community - Provide technical user/systems support for desktops/laptops and user computing environments. - Coordinate actions across the IT organization to meet user requirements. - Primary IT point of contact for users (Customers). - Contribute to systems and operational projects. - Perform remote standard installations of software and software upgrades. Skills : - Open minded and ready to learn and absorb things. - Excellent interpersonal, verbal, and written communication skills - Excellent problem-solving skills - Customer focused approach to work; excellent customer service skills - Experience in working with Incident / Service Requests. - Experience in handling calls, Chats, and emails from global users and effectively able to communicate remediate their queries and issues. - Capable to handle VIP users and users escalations. - Good experience in desktop support and operations, including PC and User support. - Good experience in troubleshooting PC OS, Software, and PC accessories - Ability to handle multiple tasks concurrently. - Ground concepts of networking, windows, MS Office, and other application environments (ref:hirist.tech)

Location: in, IN

Posted Date: 11/27/2024