Job Description

• Voice Call Handling: handing voice calls.
• Email Communication: professional email writing skills.
• Infrastructure Monitoring: Infrastructure components and respective alerts.
• Exchange: functioning and configuration of Microsoft Exchange client. Messaging support for exchange.
• AD: Active directory, Proxy, DNS, Group Policy.
• Network: LAN setup, basic routing and switching, passive networking. 
• Desktop Security: Antivirus deployment and update, patch management, monitoring and reporting. 
• Desktop, Laptop, Handheld devices: build management, OS deployment, common application installation and troubleshooting, Hardware knowledge.
• Troubleshooting: Remote troubleshooting; Desktop, Laptops, Notebook, iPhone, Network printers, etc.
• Tools: ITSM tools like HPSM, BMC Remedy, Service Now, CA Service Desk, Monitoring Tools.
• ITIL: ITIL processes and procedures like – Incident, Service request fulfilment, Change, Problem etc.
• KM: management understanding, review and create new knowledge articles.
• MS Office: support of MS Office and standard software
• Windows & Smartphones: Windows operating system knowledge (e.g. Windows 7, 8.1, 10), Windows smartphone and telecommunication knowledge. COTS (standard SW, standard HW)
• O365: Microsoft Office (e.g. Office 365)
• Lotus Notes: Lotus Notes client support, Messaging support (e.g. Lotus Notes, Exchange)
• Order management: Ready-to-use knowledge about Ordering processes. Ready-to-use knowledge about ordering portals.

Job Requirements

• Must have an experience with Customer Service
• Excellent Troubleshooting skills
• Experienced with Technical Support

Company Benefits

Additional Info