Looking For Technical Support Engineer
- Civica
- 1 - 6 years
- Vadodara
- 3 years ago
- Email to a friend
- Report this job
Job Description
**Note: Good Command of English language (written and spoken)**
SERVICE DESK
- Provide software/network problem diagnosis/resolution via telephone/email/chat to the end-users
- Route problems to internal 2nd and 3rd level IT support staff.
- Coordinate and manage relationships with vendors and support staff that provide hardware/software/network problem resolution.
- Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions.
- Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders/incidents to appropriate support teams and follow up until closure.
- Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
- Perform user account management activities
- Escalate complex problems to appropriate support specialists
- Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets,
- presentation graphics, database management systems, electronic mail, and communications)
- Troubleshoot client software and basic network connectivity problems
- Identify, evaluate and prioritize customer problems and complaints
- Participate in ongoing training and departmental development
- Routine maintenance updates with other IT staff and business units
- Provide all required documentation including standards, configurations, and diagrams
Technical Requirements
- *Phone support experience necessary*.
- Technical Service desk or technical call center experience is necessary.
- Disciplined, systematic problem-solving skills required.
- Hands-on work experience with the following:
- Windows Operating systems
- Clients: Windows7, Windows Vista, Windows XP, Windows 2000
- Servers: Windows 2000, Windows 2003, Windows 2008,
- Knowledge of Active Directory, Exchange 2003/2007
- ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
- User account creation for Active Directory, Exchange Mailboxes, Distribution lists
- Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
- MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
- Internet browsers (e.g. Explorer, Chrome, Firefox)
Regards,
CIVICA Recruitment Team
Job Classification
Industry: IT Services & ConsultingFunctional Area: IT Software - Application Programming, Maintenance,
Role Category: Admin/Maintenance/Security/Datawarehousing
Role: Admin/Maintenance/Security/Datawarehousing
Employement Type: Full time
Education
Under Graduation: Any GraduatePost Graduation: Any Postgraduate
Doctorate: Any Doctorate, Doctorate Not Required
Contact Details:
Company: Civica ResourceAddress: 101-ABC,1ST FLOOR,NOTUS PRIDE,BHAILAL AMIN MARG,Sa, VADODARA, Gujarat, India
Location(s): Vadodara
Keyskills: Service Desk Management Service Request Management IT Service Desk Ticketing Tools Technical Helpdesk Service Desk Technical Support Problem Management Incident Management
Civica
Civica Resource Private Limited Civica (www.civica.com) provide a wide range of business-critical software, digital solutions and technology-based outsourcing services which makes Civica a leading partner for customers across national, regional and local government, health & care, education and...
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