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    Senior Executive - bangalore, India - Microland

    Microland
    Microland bangalore, India

    1 week ago

    Microland background
    Description
    Required Skills
    Process | IT Service Management | Service Desk
    Process | IT Service Management | Incident Management
    Technology | End User Issues | Printer+Scanner+Outoook+MS Office+Applications

    Education Qualification :

    Diploma
    Certification Mandatory / Desirable :
    Technology | IT Certifications | HDI Certification | ITIL Foundation

    Details:

    • Handle incoming calls, emails and chat from the user may require working on rotational shift
    • Ability to comprehend end users from International locations over the phone
    • Recording, classifying and prioritizing tickets
    • Providing initial support and troubleshooting based on Knowledge Base articles
    • Taking a remote of an end users' machine if required while troubleshooting
    • Routing requests to the appropriate support groups\ third party suppliers when tickets are not resolved during initial support
    • Monitoring the status and documenting the progress towards resolution of all open tickets
    • Keeping affected users informed about the progress.
    • Resolution confirmation and closure of tickets within the SLA

    Technical Skills:

    • Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11
    • Understanding of desktop applications, installation and uninstallation
    • Ability to support users in business applications based on SOP's
    • Troubleshooting Desktop/Application remotely
    • Ability to carry out Disk management, Disk Encryption, Wireless configuration
    • Ability to check utilization and availability, ability to perform start up and shut down services by following SOP
    • Ability to Install and configure email client, troubleshoot connectivity issue

    Backup and Recovery:

    • Technical understanding of native backup management tools and different types of backups.
    • Ability to provide SOP based support for configuring and troubleshooting backup related issues
    • Basic Networking

    Desired Skills:

    • Basic understanding of virtual infrastructure and Cloud (AWS, Azure and Google cloud)
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