Techforce Analyst

Job Description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.Job CategoryProducts and Technology Job DetailsWe are looking for an Techforce Analyst to support our staff at salesforce in Hyd. In this role, you will provide remote IT support by troubleshooting, diagnosing, variety of hardware and software. You will also assist in application support issues, such as software provisioning.Password resets. As an Techforce Analyst, you exhibit a high level of professionalism in providing excellent customer service and exercising sound judgment to provide timely resolution of problems. You will maintain in-depth knowledge of all desktop systems, applications, and technologies. This position requires an outgoing person with excellent communication skills who enjoys helping people and working in a team environment. The ideal candidate will have around 2 years of experience in IT, or Related experience. Techforce operates 24*7*365, the analyst would be expected to work in either shifts as designedResponsibilities:

• Provide excellent customer service and diffuse heightened end-user sensitivity.
• Ability to communicate technical information to both technical and non-technical personnel.
• Resolve user issues submitted via ticketing system, phone, chat, and email.
• Uses troubleshooting skills and experience to resolve many issues immediately.
• Escalate unresolved customer issues and recommend documented solutions and/or temporary alternative procedures to users
• Track all requests using our case management application.
• Satisfactorily complete a minimum number of tickets/period based upon group standards while maintaining satisfactory customer feedback.
• Actively participate in ongoing training of peers and onboarding of new team members
• Hardware troubleshooting, and software installation for laptops (Apple & Dell), desktops (Dell), and corporate owned/BYOD mobile devices (IOS/Android) along with standard peripherals.
• User and administration of operating systems including Mac OSX/IOS, Windows, and Linux Ubuntu.
• TCP/IP networking support and troubleshooting of a corporate user and remote user environment with LAN, WAN, and VPN implementations globally.
• Troubleshooting a variety of client, mobile and cloud applications office software (Microsoft Office, Gapps, Browsers, Salesforce.com, etc.).
• FTP and Web Services Integrations.
• Understanding and adhering to security policies and corporate best practices.
• Solve complex incidents by applying known documented solutions and processes, taking work items through to completion with minimal direct supervision.
• Partnering with senior members of the team to learn new skills, ask for help, and escalate as needed.

• Manage a fast-paced queue of support requests, driving all issues to resolution with a strong focus on customer satisfaction and efficient task execution
• Maintain and demonstrate 100%
• Communicating in different settings and methods including team meetings, conference calls, email, instant messaging, and social media.
• Aptitude and ability to learn to adapt quickly to new technology and business requirements in a fast paced, dynamic global environment.
• Training team members in formal and informal settings.
• Customer and technical support processes.

Desired Skills:

• Current knowledge of PC, Mac and mobile devices (iPhone/iPad, etc.), hardware/software and general technology trends
• Should have minimum 1 year of experience in IT Domain
• Should have worked in a Technical support with International calling/Chat Experience.
• Excellent project management skills with ability to juggle multiple projects/tasks across various user groups
• Understanding of business processes and ability to translate business requirements into application functionality
• Excellent verbal and written technical documentation skills
• Strong team player with service-oriented attitude and customer focus
• Strong research and problem solving abilities are required

AccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.Posting StatementAt Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesfore.com or Salesforce.org.Salesforce welcomes all.,

Keyskills :
problem solvingcloud applicationsweb servicesmobile devicesmanagement skillsequal employment opportunityoperating systemsit supportaffirmative actioncustomer serviceproject managementtechnical support