HelpDesk Technician - Windows Server (2-3 yrs) (headway consultant)

Job Description :

Looking for "Remote Voice"(UK,USA,) . that means that people need to have experience on talking to end-customers on phone directly and their queries needs to be resolved on the phone itself experience on "Ticket Management System"(L1 + L2 level )

experience in Microsoft Desktop technologies like Microsoft Active Directory and its related operations., Windows Server operating systems, including Windows 2012-2019, Windows Desktop including 7, 10, Microsoft Office 365 (including Word, XLS, PowerPoint, etc), Microsoft Outlook (Desktop and Cloud), Systems Management and Monitoring, Patching Windows Desktop and Servers, Ticket Management Services like ServiceNOW, BMC Remedy, JIRA, etc, VDI Support, Remote Support .

(we need 2 to 3 yrs)

The HelpDesk Technician is responsible for handling first level/second-level support of service requests. This relates to all technology that the customer is using. This will include workstations, servers, printers, networks, and client applications, specific hardware, and software. The technician must be able to support remote-work applications.

- Strong interpersonal skills are required. This includes verbal and written communication skills, active listening, telephony, and customer-care.

Duties and Responsibilities :

1) Responding to queries via chat, email, or phone.

2) Ability to Communicate Effectively to help customers fix their issues and feel satisfied with the experience.

3) Tickets/Case Management :

- Accurately recording the scope of the issue/request and logging into ServiceNow the information.

- Following up with customers to ensure full resolution of issues.

- Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods.

- Monitor the remote monitoring and management system alerts/notifications and respond accordingly through service tickets.

- Escalation of Tickets to the next level.

Required Technical Skills : Providing technical assistance for questions and problems including :

1) Troubleshooting Microsoft's Office applications (Outlook, Teams, Word, PowerPoint, Excel)

2) Troubleshooting skills with the following operating Systems including Windows 10 (required), Windows 7 (required) and Mac O/S (basic troubleshooting only)

3) Video Conferencing Solutions including Zoom and Microsoft Teams

4) Mobile Device support for ActiveSync and Outlook Mobile

5) Other client applications like Learning Management Systems

6) Troubleshooting Connectivity Issues : Basic technical support at the network level : WAN and LAN connectivity, routers, firewalls, and security.

i) Unable to connect to the Wireless (WiFi)

ii) Unable to connect to the Internet

iii) Unable to connect to the corporate network (VPN)

iv) Unable to connect to any application.

7) Basic remote access solution implementation and support: VPN, and Remote Work.

8) Resolving problems with networks and other computer systems.

9) Diagnosing system errors and other issues.

10) Installing or changing software to fix issues.

11) Remotely accessing hardware or software for clients to make changes and fix problems.

12) Diagnosis skills of technical issues.

13) Understand processes in company systems by completing assigned training materials.

14) Creating/updating knowledgeable articles, and training other staff members on troubleshooting and diagnosing problems.

Preffered candidates from pune,mumbai,hydrabad,chennai,Delhi,nagpur,nashik or they should be ready for relocation,once this pandemic is over UNTIL THAT IS WORK FROM HOME ONLY.

candidate must have own LAPTOP,EXCELLENT WIFI CONNECTION AND SEPRATE ROOM FOR WORKING.

SALARY RANGE:3 to 3.6 and max 4.2L(depends on experience)

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