Technical Support

2 - 3 Years
1 Opening
Hyderabad

Brief Summary of the overall requirements of the role:

The engineer will work as part of a team that interfaces primarily by telephone with USsociates to deliver technical support to all IT systems in UST.

The role primarily includes taking first line calls and other customer contact; therefore, excellent written English and a professional telephone manner is essential.

This is an ideal role for someone that is friendly and has a good degree of common sense.

The ideal candidate must be able to troubleshoot well and learn new skills quickly.

They must be polite and professional and have the desire to success as this is a role where they can progress their career if they prove themselves.

We are looking for a dedicated team member who can be dependent upon.

Key Responsibilities:

• To interface by telephone, email, chat and web console with end users

• Provide excellent service to customers and set expectations based on agreed processes

• To manage all tickets, to agree Target Response and Resolution times

• To work in shift patterns and be flexible

• To ‘own’ customer issues through to resolution and to recognize when to escalate

• At a minimum, meet expectations of position relating to performance metrics

• Demonstrate high level of proficiency in Microsoft Office Suite of applications, specifically, Word, Excel & Project

• Pursuing continuing education and remaining current on technology applicable to position

Skills and Attributes:

• Have knowledge of the Internet and common application and connectivity protocols

• Experience of all Windows OS

• Knowledge of UNIX would be useful

• Ability to prioritize tasks and workload

• Clear precise attitude with methodical attention to detail

• Knowledge and experience of Service Now

• Fluent in English (spoken and written)

Qualifications and Experience:

• Graduate Level or equivalent experience

• IT related degrees are desirable and an advantage but not a pre-requisite

• Minimum of 1 year/ 6 Months of experience in relevant Support environment or customer facing role.

cloud infrastructure,azure,cloud storage,cloud migration,iaas,cloud automation