IT Support Technician II (Service Desk, Internal Technical Support for end users through Phone, Chat, Tech Bar)

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Description & Qualifications

Description

Primary/Essential Duties and Key Responsibilities:

Technical troubleshooting & Support: Coordinate and/or perform fixes over the Phone/Chat/ IT Tech Bar or any other introduced channels.

Diagnose/troubleshoot issues and assist colleagues, ensuring they are dealt with in a pleasant, professional, and timely manner.

Relationship Management: Maintain working relationships with all IT & business resources, act as the first point of contact for all IT-related issues.

Documentation: Ensure proper/accurate/up-to-date documentation and categorization for all incidents, requests and Problems. ( ITIL Framework )

Escalation: Responsible for escalating all incidents and requests to appropriate support teams when resolution or process is unknown or out-of-scope promptly.

Active Directory Management and Authentication: Knowledge of Active

Directory including understanding of Office 365, MFA, Password reset, user/exchange accounts,

Operating Systems (Windows, macOS, VDI): Troubleshooting, intermediate for advanced issues.

Hardware and Software Support: Install, configure, maintain, monitor, and troubleshoot end-user workstation devices, mobile devices, and related hardware and software to meet delivered requirements.

Information Routing: Serve as an information hub to route internal and external requests to the appropriate resource and follow the escalation structure when applicable.

Global IT Operations: Develop a sound understanding of global IT operations, related applications and IT systems, and business-related processes and procedures.

Networking Fundamentals: Basic connectivity troubleshooting, intermediate for advanced issues.

Assist with Onboarding & Offboarding requirements for the new hire
Assisting with the ITAM and Mobility management

Remote Support & Deskside visit - onsite support

Qualifications

Customer Service skills
Strong analytical skills
Technical Troubleshooting
Teamwork
Must speak and write English fluently
Exemplary attendance and punctuality

Education: Associate degree
Experience : 0 – 2 years
Willingness to work in a 24*7 environment (7:00 IST- 16:00 IST, 15:00 IST - 00:00 IST, and 23:00 IST - 08:00 IST Shifts).
ITIL Foundations
Experience with ServiceNow

Set alert for similar jobsIT Support Technician II (Service Desk, Internal Technical Support for end users through Phone, Chat, Tech Bar) role in Noida, India

Company

UKG

Job Posted

5 months ago

Job Type

Full-time

WorkMode

On-site

Experience Level

0-2 Years

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