Job Description:
Mandatory Requirement:
- Shift Timing: Monday to Friday, 1:00 PM CST to 10:00 PM CST (equivalent to 12:30 AM to 9:30 AM IST).
Key Responsibilities:
- Troubleshoot and resolve moderately complex technical issues across all technical areas and highly complex issues in at least one specialized area.
- Apply policies and procedures with minimal supervision.
- Perform assigned project work under the supervision of a lead or manager.
- Exhibit strong teamwork, excellent communication skills, and the ability to work independently with minimal supervision.
- Provide exceptional customer support through phone and in-person interactions.
Qualifications:
- Bachelor’s degree preferred.
- 2–4 years of hands-on experience in configuring, installing, troubleshooting, and repairing printers, PCs, and laptops.
- Proficient in providing technical support for both local and remote users.
- Strong technical knowledge of:
- Operating Systems: Windows XP, Windows 7
- Applications: Microsoft Office 2003/2007, Market Data Applications (e.g., Bloomberg)
- Telephony Environments
- Expert-level knowledge in at least one technical area with moderate proficiency across multiple IT domains.
- Strong basic execution and troubleshooting skills in both hardware and software issues.
- Ability to manage and prioritize tickets effectively in a ticketing system.
Illustrative Responsibilities:
- Primary responsibility is to handle user issues over the phone from the service desk.
- During periods of high call volume or when required, escalate issues to desktop support for efficiency.
- Provide Level 1 technical support for local users and Level 2 support for remote users.
Handle incident management efficiently to ensure timely resolution and customer satisfaction.