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Description

Role s Required EUC Lead Technology EUC End Point Security As a member of the Service Desk, you will be responsible for providing a high level technical support and customer service. You will diagnose and troubleshoot end user issues involving desktops, laptops and network services. You need the ability to work independently in a fast paced environment. You will provide Windows Macintosh desktop and application support. Tasks will include user account administration and technical support for VPN remote access systems. You will be expected to participate in end user education and orientation. You will assist in developing, documenting, implementing standard operating procedures and customer service guidelines based on interactions with customers. You will be an active advocate for the customer. You will be responsible for the timely resolution of customer problems or escalations to the appropriate support group. You will provide case status updates to management, end users and customers. Responsibilities 1. Answer end user questions via phone, email chat on all company supported applications 2. Work on tickets assigned to the queue and process first in first out based on priority 3. Perform software installations 4. Troubleshoot computer problems 5. Determine source of computer problems hardware, software, user access, etc. 6. Advise end users on appropriate action 7. Document resolutions for future reference 8. Link calls to known issues 9. Participate in assigned projects 10. Identify process improvements 11. Perform other duties as assigned Requirements Full Time Graduates Post Graduates in BE B.Tech BCA with 1 3 years technical experience Extensive experience with Windows 7 10 and Macintosh OS X preferred Familiar with Microsoft Office 2010 13 16 365 with Outlook in an Exchange environment Basic understanding of networking Demonstrate strong analytical and problem solving skills on workstation, client server and business applications Proven communication skills, specifically in the areas of active listening and open questioning Demonstrated strong interpersonal skills telephone, customer service, conflict management, and negotiating Highly organized and able to work on own initiative to complete the range of tasks required High level understanding of business functions and the ability to discern impact of end user requests and defects in IT infrastructure on the business Ability to use available tools to provide rapid resolutions Broad current knowledge of information technology products, services, and processes Demonstrate ability to quickly and effectively absorb and apply knowledge in a rapidly changing IT environment Quickly learn and accurately follow established procedures and Problem Management process Ability to communicate technical information in an easy to understand manner Desirable skills Experience in a Service Desk Technical Support environment Knowledge of ITIL methodology HTML UNIX Linux system administration Programming or script writing experience User Account administration Familiarity with telecommunications services including VOIP, wireless and video conferencing. Familiarity with security services including Anti Virus, VPN, OTP tokens and Digital Certificates. Experience with relational databases Knowledge of SQL data

Qualifications

ROLE S REQUIRED EUC LEAD TECHNOLOGY EUC END POINT SECURITY

Primary Location

IN-KL-Trivandrum

Organization

INI01-UST-Trivandrum-Technopark-IT

Schedule

Regular

Job Type

Full-time Day Job

Job Posting

Feb 16, 2018, 5:45:17 AM

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Confirmed 10 hours ago. Posted 30+ days ago.

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