MEGA WALKIN FOR INTERNATIONAL TECH SUPPORT

Job Description

Position SummaryProvide 1st level technical support, service restoration, fulfillment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems.Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Executes transactions as per prescribed timelines.Required skill setAnalytical and Problem solving skillsActive listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issuesAnalytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issuesProblem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficientlyDisplay ownership and accountabilityo Quickly build trust and confidence with customero Own and resolve customer issues efficiently, effectively and empatheticallyMandatory requirement for experienced candidates:12-18 months work experience in Service Desk/ Tech support process / Cloud Computing ProcessExcellent communication skills C1 equivalent proficiencyBasic knowledge of cloud computing and types of cloud computingBasic Knowledge of Mail server settings IMAP , POP and SMTPBasic Knowledge of Domain Server Concepts like DNS ( Domain Name Server/Domain Naming System) , DKIM and DMARCBasic Knowledge of SPF (Sender Policy Framework) or SPF records /TXT records, MX records, CNAMEExperience in working on Active DirectoryBasic knowledge of Internet Protocols LDAP (Lightweight Directory Access Protocol )Basic knowledge if SSON (Single Sign On)Basic knowledge of API (Application-Programming Interface)Intermediate knowledge of Prevention of Spam, Phishing and MalwareIntermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows)Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite, of O365, Messaging, Outlook 2013-19, Skype for Business, Microsoft Teams, SharePoint and OneDrive for BusinessExperience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, EncryptionsIntermediate knowledge of Network collaborations & VPN T/S, TCP/IP, OSI, Network devices and carriers.Basic networking knowledgeDesired ExperiencePrior work experience in any Google processWorked for Google Cloud Platform or G suite or Google workspace processes in any capacityAny cloud certification will be an added advantageGoogle Workspace or G-suite Administration Specialization certificate will be an added advantage , candidates will have better chances to move to next roundPrior troubleshooting experience in product support specifically for business collaboration tools Candidates from direct competition ( Workplace from Facebook, Microsoft collaboration tools ,Drop Box , Libreoffice , Apache open office and others) will be given priority Good knowledge of google products and services example Google Search , Google Maps, Google Cloud, Chrome, YouTube, Gmail, Google AdSense. Google Drive. Google Pixel, Google Public DNS, Google News, Google +, Google news and Google docs etc.Time Management SkillsBeing proactive and show the utmost respect for customers timeGood time management, ensuring all contacts with customers add valueAbility to MultitaskCommunication & Relationships Skills To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web tickets, chat and e mail.Offering advice to end users on all IT related areas. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.Skills & Knowledge Communicate at all levelsAbility to work across organizational and professional boundariesExcellent verbal and written communication skillsHigh level of interpersonal skills, including active listening and understandingGood organizational skills and ability to prioritize workloads.Work to tight deadlines / service levelsBusiness etiquetteBroad knowledge of IT products, services and terminologyAptitudes Identification of problems and solutionsAnalysis of dataPresentation of technical functionality to a non-technical audienceWorking knowledge of MS Office productsGeneral support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc.Customer focusedSelf-MotivatedPatientInnovativeFlexibleJob duties and responsibilitiesTo improve user confidence in the user of computer software, being empathetic to a variety of new and experienced learners needs.Education and other requirementBCA/BTECH/MCA/BE- Computer Science

Keyskills :
technical supportinternational call centerbcab tech