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IT Support Senior Engineer
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Overview:
- Perform customer support to clients via telephone, chat, email support or self-service tickets.
- Provide Level 1 triage and resolutions such as password resets and Active Directory account unlock for reported incidents and requests.
- Provide support on RSA & Multi Factor Authentication based issues
- Perform customer callbacks as required.
- Providing Apple, Windows, and Chromebook device support over the phone.
- Providing Application support on both IOS & Android Devices
- Assisting with troubleshooting issues using remote management software And Citrix Virtual Desktop Instances.
- Using specific tools to diagnose issues, and make recommendations for resolution
- Adaptability & Commitment to Business Excellence: Ability to learn new technology quickly and ability to work in a team environment.
- Good understanding of the application/system, basic understanding of project artifacts.
- Implementation and Deployment: execution as per relevant artifacts and performing corrective maintenance.
- Software Processes: Understanding the workflow model followed in the project and ability to map the work scope against the same.
- Domain Knowledge: Basic understanding of networking technology is a must.
- Customer Relationship Management: communication with clients or customers throughout all stages of a project.
- Bachelor's degree in any field is mandatory.
- MSc/BE/Masters in IT/Computer Science is desired
- Work experience of 0-5 years
- Adaptability and experience working in multi-channel delivery projects
- Intermediate level of proficiency in O365, Azuure
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