Job Description

Flexible in working in 24x7 environment with weekends and overnight shifts on monthly or quarterly rotation basis.

Bilingual (SPN) support good to have, not mandate.

Should have A+ certification or any networking certification (Negotiable)

Who are we looking for?

• Respond to customer queries via inbound calls, emails, chat, and web tickets within defined SLA’s
• Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL guidelines.
• Update users about request status and close request when users are satisfied with solutions
• Level 3 troubleshooting mainly related to Retail systems like POS , BO, EMV, KDS, OCS, SOS timers, receipt printers etc., desktop/OS, Custom and COTS applications, Exchange related, End devices, VPN, VOIP and share point as per guidelines in the knowledgebase.
• Remote desktop troubleshooting. Escalate complex incidents / requests to upstream technical groups

Technical Skills:

• Effective Business Communication
• Strong time management
• Communication in neutral or American accent over phone and grammar skills
• Analytical skills
• Ability to follow process and procedures. Escalate unknown issues or questions without delay
• Prompt response to telephone calls, email, and instant message requests for technical support
• Operating the computer, OS and Knowledge base navigation
• Use of Ticketing tool ServiceNow (CSM), Salesforce.
• Account Management / Password reset
• Active listening and probing skills
• Level 3 technical troubleshooting on POS, EMV, KDS, OCS, receipt printers, back-office systems etc.
• Experience and or understanding of Virtual Desktop Infrastructure support (Citrix Xen Desktop, Xen App, Receiver)
• Level 1 Networking troubleshooting and knowledge (Meraki Dashboard, Netgear Switches, Routers and Firewall devices)
• Knowledge of remote support tools, i.e., Bomgar, BigFix, Remote Desktop, Citrix, Desktop Director
• Proficient in MS Office 2013, 2016 and must have knowledge of O365
• Must have worked on Windows 7 and Windows 10 support for laptops and desktops
• Documents, tracks, and monitors new and open Incidents until resolution or proper escalation
• Supporting issues with Printer installations, HP Print and Scan via USB
• VPN client support
• Knowledge of collaboration tools like MS Teams, Webex

Behavioral Skills:

• Good in communication
• Positive energy
• Positive attitude
• Self-learner

Qualification:

• Any Graduate or pursuing graduation.
• Preferably ITIL certified.
• Must be A+ Certified (CompTIA A)

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