Website:
scoutit.in
Job details:
We're looking for
Support Specialists!
Responsibilities
- Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
- Build rapport and elicit problem details from help desk customers.
- Prioritize and schedule problems. Escalate problems (when required) to the appropriate team.
- Record, track, and document the Managed Services Support problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Record time spent on all tasks, including troubleshooting steps, research, and remediation in the designated platform to ensure accurate reporting of labor against Managed Services client contracts.
- Answer to and perform transfers, additions, and change requests as they are submitted by members of management.
- Ensure that physical desktop connections are in proper working order.
- Develop and maintain an inventory of all monitors, keyboards, hard drives, printers, scanners, and other peripheral equipment.
- Apply diagnostic utilities to aid in troubleshooting.
- Create and maintain up-to-date documentation of existing and new client systems and environments.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Provide network support on client systems.
- Test fixes to ensure problem has been adequately resolved.
- Perform post-resolution follow-ups to help requests.
- Evaluate documented resolutions and analyze trends for ways to prevent future problems.
- Develop procedures and frequently asked questions lists for end users.
- Procure computer supplies as requested by IT management.
- Perform other duties as needed/assigned.
Qualifications
- College diploma or university degree in the field of computer science and/or equivalent work experience.
- Possess Microsoft Support Certifications (preferred).
- Familiarity with desktop and server operating systems, including Microsoft technologies.
- Proficiency configuring and troubleshooting networking appliances and devices such as routers, switches, and firewalls.
Knowledge, Skills & Abilities
- Working knowledge of a range of diagnostic utilities.
- Ability to conduct research into a wide range of computing issues as required.
- Ability to present ideas in user-friendly language.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
- Strong documentation skills.
- Ability to absorb and retain information.
- Highly self-motivated and directed.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation for both internal and external customers.
- Experience working in a team-oriented, collaborative environment.
Working Conditions And Physical Demands
- Work in a fast-paced environment.
- Manage multiple tasks simultaneously.
- Work in an indoor office environment.
- Required to use hands to type, handle, feel or reach.
- Ability to sit for the majority of the workday.
- Required to use a keyboard and a mouse for the majority of the workday.
- Vision requirements include the ability to adjust focus and viewing a computer screen for the majority of the workday.
- The employee is required to talk in a clear, audible voice.
- The noise level in the work environment is low.
(
*Note: This is a requirement for one of Scoutit's clients)
Skills: troubleshooting,management,documentation
Click on Apply to know more.