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IT Home Agent Support Specialist

1.00 to 5.00 Years   Thane   28 Feb, 2022
Sri Sai Ganesh Manpower Services
Job LocationThane
EducationNot Mentioned
SalaryNot Disclosed
IndustryRecruitment Services
Functional AreaIT Operations / EDP / MIS
EmploymentTypeFull-time

Job Description

    Dear Candidate,Greetings of the day!We are Hiring forIT Home Agent Support SpecialistPURPOSE OF POSITIONProviding first call resolution and actively manage activities surrounding the resolution of Home Agent issue calls to ensure minimal business impact.PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS
    • Provide first call resolution or facilitate resolution to Home Agent issues by engaging the appropriate parties.
    • Troubleshoot issues related to Citrix and/or VPN sessions on Windows & Macintosh Platform.
    • Manage problem tickets from cradle to grave ensuring that appropriate information is gathered, assignment to fix agent is accurate, and resolution is achieved within the documented service levels.
    • Communicate technical and procedural production issues between company employees at all levels utilizing ticketing, email, instant messaging, and phone.
    • Facilitate escalation for unresolved issues approaching or surpassing the allowable service level.
    • Collect and consolidate required information from reporting parties into ticketing system.
    • Performs other related duties and assignments as required and as assigned by supervisor or manager.
    QUALIFICATIONS
    • College degree or technical training is must.
    • Should have at least 1 Year of Technical Support Experience at any capacity.
    • Proficient with Microsoft Office tools.
    • Should have knowledge about Windows & Macintosh Operating System.
    • Should have knowledge about Citrix & VPN technologies.
    • Should have both an interest in the IT industry and technical aptitude.
    • Must have exceptional verbal and customer service skills.
    • Must have excellent writing skills.
    • Must have the ability to multi-task and prioritize.
    • Must be able to perform duties with minimal supervision.
    • Experience with Teleperformance is preferred.
    • Experience on Active Directory and/or Citrix is preferred.
    Regards,HR Team

Keyskills :
technical supportvpn

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