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| Dear Job, JOB DESCRIPTION - Application and Production support In short, an Application Support Engineer is not only a Support professional, but also a researcher, a tester and a consultant to both customers and Product Management. Our team here consists of some of the best troubleshooters in the business. They come from backgrounds varying from Desktop/Network Support to Database administrators/Programmers. They use the top-of-the-line CRM tools like Sales force and other applications like GoToAssist/Webex for remote desktop sharing. They work with customers from all over the world including countries like Nigeria, South Africa and Antarctica. Responsibilities: Provide pleasant and professional customer service and technical support to current and potential customers for our application Web Timesheet and related environment via telephone, FTP, remote dial-up connections and email Technical Qualifications: Technical proficiency in Windows 98/2000/XP/2003, IIS, TCP/IP, SMTP Good understanding of networking concepts MS Access knowledge would also be an asset Trouble shooting skills are a must Outstanding problem solving skills Ability to multi-task is a must Willing to do whatever it takes to get things done Customer service Qualifications: Excellent written and oral communication skills are a necessity Demonstrated superior customer service skills Ability to listen and effectively understand a situation; able to respond with clarity and professionalism willingness to deal with challenging situations with empathy and sincerity JOB DESCRIPTION - Service Desk Checking KB for Known errors. Logical skills to troubleshoot customer / proprietary applications. Experience working in Windows operating system and Troubleshooting. Operating System: 1) Perform appropriate troubleshooting for OS related bluescreen error messages 2) Authenticate and reset AD password/unlock the user account 3) OS installation and interfaces for driver installation 4) Guide users through all How Do I queries associated with AD linked applications Experience in Active directory and its structure. Fair knowledge onserverservices. Fair Knowledge of mobile devices and functionality (I-phone / IPAD/ Android & PDAs used for corporate E-mail). Outlook configuration / troubleshooting. Citrix client Installation / configuration / troubleshooting. 3rd party application configuration and troubleshooting. Configuration and troubleshooting of desktop, network, multi-function printers. Configuration and troubleshooting of scanners, copiers and other IT peripherals. Receiving calls, Use standard greeting on calls and Logging 100% tickets of the call received. Prioritizing, Categorization of ticket and taking remote capture to resolve. Providing ticket number to user via phone, E-mail. Key in the appropriate and timely log notes in the ticket as and when there are findings / updates. Updating users on ticket progress. Allocation to desk side support if desk side intervention required. Following up of ticket to closure. Reduce Turnaround time and increase computing time. Closure of tickets in the CRM tool. Escalating to customer/end users as appropriate. Responding to mails with updates on the same business day and providing reports as and when required. Logging Incident in other tools if applicable. Preparing Incident checklist. Updating the customer on ticket progress. Generating new articles for Knowledge Base and publishing the same. Provide reference of relevant ticket. Monitor and record the IT downtime for individual / shift. Shift Hand over / take over. Adherence to SLAs and all the KPI metrics derived for individual, Role, program Salary: 5 - 7 LPA For further details: Contact - Rajath Please call me at 9035038000 or email me at rajath@provizor.co.in if you have any questions. | ||||||||
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