Internal Customer Tech Support 1IT

Job Description

*As a member of this fast-paced, leading edge database/applications company, work with the team to deliver real time 24x7 enterprise-wide technical support for internal and/or external customers. This includes, but is not limited to: user support of business applications, troubleshooting of technical problems and acting as a liaison between customers and resolving groups.As a member of the Help Desk, develop a complete understanding of the Oracle product line while providing phone support to internal employees and/or outsourcing customers. Assist in providing information and support to company field personnel regarding previously reported items and resolutions to increase productivity. Gather relevant information from customers in order to address problems of limited scope or escalate to next tier of support according to established procedures. Follow standard practices and procedures in analyzing situations or data where answers can be readily obtained.One to two years experience supporting medium to large applications, working directly with internal/external clients, and providing user support of IBM PC/Windows network custom business applications preferred. Experience with Microsoft Windows and MS Office applications, specifically EXCEL, Word, PowerPoint, and Electronic Mail preferred. Ability to develop a working knowledge of assigned company products, interact effectively with other technical and non-technical resources, and quickly establish comfortable and effective working relationships. Demonstrate ability to analyze and evaluate complex data, manage multiple tasks at one time, and problem solve to meet deadlines., *Qualifications: Customer Support / Service Desk background work experience is preferred. 2+ years proven service desk/remote experience with technology systems, including basic L1 network, voice, video (communication tools or application). 2+ years experience with working in a Level 1 support role such as a support engineer or customer support analyst with demonstrated experience understanding ITIL Service Management (Incident, Request etc,.). Must possess analytical and problem solving skills, executing calmly against tough deadlines. Must demonstrate an ability to work effectively inside and across Global IT. Must demonstrate the ability to effectively communicate to an audience, regardless of their organizational role. Comfortable with team dynamics and openly seeks and shares information across teams and departments, coordinating and combining competencies for the best overall result. Strong in all facets of verbal and written communication within the English language. Works effectively in the face of stress, ambiguity, difficult situations, and shifting priorities; understands the need to shift focus and priorities as required and successfully leads others through periods of change. Possesses genuine desire to provide superior customer service. Understands working in dynamic environment and working globally to make service offerings more scalable, reliable, and efficient.Required Skills: Degree in Computer Science, Information Systems or equivalent combination of relevant experience Excellent verbal and written communication skills (English) Experience with system configuration, hardware/software installation and upgrades of high availability Windows, Linux and Mac systems will be an advantage Excellent troubleshooting skills for Dell, Lenovo, Toshiba, MacBook Desktop and Laptop Excellent knowledge in configuring & troubleshooting MS Office package & other collaborative applications Working experience of PC Security tool such as McAfee AV suite, MDE Encryption etc Good understanding of Office wired & Wi-Fi network, VPN, Firewall, proxy servers Good understanding of Windows OS (7/10/2008/2012), Internet technologies, basic understanding of LAN/WAN, WiFi, Telephony, Video & VoiceResponsibilities includes, but are not limited to: Providing Phone, Chat and Web ticket support, that includes incoming calls & outbound calls. Discharge all responsibilities efficiently in the remote support role. Maintains situational awareness during daily operations. Gathers initial root cause information and documents corrective actions to be taken. Put Customers First Recognizes and reinforces that we exist to provide our customers the best experience and deliver the best results. Team Up Creates a strong sense of team where individuals are respected. Seeks out ways to create alignment between our team and others around a common purpose. Earn Trust, Give Trust Creates a space where team members demonstrate trust for one another through open and transparent communication. Innovate and Relentlessly Improve Continuously transforms to improve yourself, your team, and your organization.Education / Certifications: Bachelors and/or Master Degree in Computer Science ITIL v3/4 Foundation Comptia A+ / Microsoft certifications preferredOthers --1. Good in English communication for both oral and written skills2. Good in Customer Support role and has a passion for itTravel: NAShift time: Regular 09:00-18:00 IST with optional shifts (business decision)Transport: NA

Keyskills :
ms office packagems office windows osroot cause mac systemsservice desk user supportremote support