IT Service Desk Remote Support – Staff Technical Support Analyst

7 - 8 Years
Pune
Not Disclosed by Recruiter
Posted: 15 days agoOpenings: 1Job Applicants: 729Job Views: 914

Job Description

Primary Roles and Responsibilities :
 
The IT Service Desk Engineer will provide first and second line technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of user problems, which may range from straightforward to more complicated technical issues. Coverage includes all BMC Office users as well as remote users at other BMC offices and home workers.
  • Dealing with incoming incidents in a professional, courteous manner over the phone/email & Chat. Taking ownership of incidents and managing them in a logical and methodical manner.
  • To Analyse and resolve IT incidents with a varying degree of complexity.
  • Correctly logging incidents and request, categorising and prioritising them in line with team incident management practices.
  • Conducting full and thorough diagnostics with end users to enable first point of contact resolution.
  • Ensuring all Incidents/Request are progressed & cleared within SLA - escalating to other internal and external teams as appropriate.
  • Managing Incidents/Request through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
  • Diagnosing and resolving problems to the customers satisfaction
  • Maintain and develop knowledge database.
  • Identify and escalate repeat issues or service risks into service management teams.
  • Sharing knowledge with team colleagues
  • To contribute in IT projects involving the service desk and have a technical input when necessary.
  • Act as a SME, providing expertise to both team members and customers and handle any escalations within the shift.
  • Ability to learn new skills quickly - Ex supporting new applications.

Experience/ Qualifications:
  • Previous experience in IT Support at least 7 to 8 years in a senior IT role - IT helpdesk/ IT service desk support through phone/email & Chat support(remote support)
  • Ability to produce clear, concise and accurate Reports for Analysis.
  • Knowledge on Windows 7 /8 /10 to advance level.
  • Office 2010/2013/O365 to advance level
  • Strong understanding and working knowledge of Active Directory, Exchange Mailbox Administration, DNS, Group Policies, Domain Controllers.
  • Experience Supporting BYOD, Air watch, Mobile Iron, etc
  • Good Knowledge on Network Technologies and VPN.
  • Good knowledge of AV / Skype for Business and experience of their administration.
  • Strong understanding of Backup and Restoration methods.
  • Ability to articulate at a technical level appropriate to the circumstances and dealing with various IT stake holders.
  • Skills to deal with difficult and demanding customers.
  • Knowledge of Apple computer and software.
  • ITIL Framework
  • CCNA, MCSA
  • Graduate in any discipline.
  • Should be willing to work in 24*7 shifts.

Salary: Not Disclosed by Recruiter

Industry:IT-Software / Software Services

Functional Area:IT Software - Network Administration, Security

Role Category:Admin/Maintenance/Security/Datawarehousing

Role:Technical Support Engineer

Employment Type:Full Time, Permanent

Keyskills

Desired Candidate Profile

Please refer to the Job description above

Education-

Doctorate:Doctorate Not Required

Company Profile

BMC Software India Pvt. Ltd

BMC Software India Pvt. Ltd
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Recruiter Name:HR

Contact Company:BMC Software India Pvt. Ltd

Reference Id:26913

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