• Exceptional communication and customer handling skills
• Experience working with ticketing system.
• Strong analytical skills and quality conscious
• Should work in 24/7 rotational shift timing
• Should resolve technical problem (over a phone/Chat or remote systems support)
• Understanding of Windows XP/Win 7.
• Understanding of Email configuration and support on MS office tools.
• VPN troubleshooting and Incident Management.
• Understanding of Microsoft Office products (Excel, Word and Power Point Etc.)
• Understanding of Network Concepts
• Experience with AD
• Understanding of troubleshooting Mobile Devices
• Independently resolve tickets within SLA Adheres to standard operating procedures / work instructions
• Follow the escalation process
• Follow the shift hand-over process
• Update work logs
• Update the knowledge base
• Coaching fresher’s to be independent
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