Podium Systems - IT Helpdesk Engineer - Tech Support (1-2 yrs) Mumbai (Others)
Podium Systems Private Limited
Mumbai, India
6d ago
source : hirist.com

Technical Skills / Behavioral Competencies :

  • Good technical knowledge to handle L1 Support - Provide technical assistance and support for incoming queries and issues related to computer systems, software, hardware and mobile devices
  • Knowledge about service desk tool preferably Service Now
  • Good knowledge of MS Office - Specially, should have good knowledge about excel which is essential for report creation
  • Good communication (both verbal and written) skills
  • Able to operate effectively in a team environment with both technical and nontechnical team members
  • Able to manage time effectively, set priorities appropriately, schedule calls
  • Must have technical acumen to analyze the issue and provide a logical customer satisfactory resolution
  • Focuses and guides self and team members in accomplishing work objectives.
  • Preferably should be ITIL certified, candidates who are MCSE or CCNA certified would be an added advantage
  • Role in brief :

  • Deliver service and support to end-users using an operating automated call distribution phone software, via remote connection or over the internet
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about issues and services
  • Follow defined standard processes and procedures;
  • Redirect problems to appropriate support team for resolution;
  • Would be providing L1 Support for variety of applications which would require co-ordination with various teams for resolution
  • Would require working in shifts since this would a 24x7 support environment
  • Creation of meaningful reports for stakeholders and ensuring closure of tickets.
  • Interacting with various stakeholders in case of priority and VIP user cases
  • Most important is the candidates should have excellent communication skill, as this work involves technical help over the phone.
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