IT Support Engineer

RESPONSIBILITIES:

• Reviews, analyses, and evaluates information technology systems operations.

• Uses technical expertise to provide accurate and creative solutions to user problems in a timely manner.

• Researches, resolves, and responds to questions received via telephone, emails, and call backs. Logs call data and trouble tickets into a central database or help desk system.

• Provides a high degree of courteous and helpful customer service at all times.

• Conducts regular trend analysis, documents, and reports results.

• Provides regular continuous improvement ideas and solutions to increase the effectiveness of support services.

• Recommends systems modifications to reduce user problems.

• PC Hardware support with network cards, monitors, video cards etc.

• Support Printers, Scanners and Faxes.

• Assist in the setup of new PC’s.

• Maintain Camera Servers.

• Assist in the setup and maintenance of NT/ Server user accounts, permissions and passwords.

• Perform daily backups.

• Install desktop software upgrades as needed.

• Assist in the development of system documentation.

• Manage software licensing

• Provide end user support on desktop, Windows, Office, etc….

• Special projects as assigned by supervisor san leadership

• Excellence and accuracy should not be detoured.

• Accuracy in reporting and meeting deadlines

• IT Support Analyst will directly report to Technical Support – Team Lead

• Communicate anomalies unusual behaviour process of an error in a record to investigate the matter further.

• Attend weekly, daily and monthly Team meetings

• Send cancel/Fraudulent/duplicate sale intimation to Team Lead to validate before rolling them out to client.

• Send daily shift start end report to Team Lead and POC.

• Send completed report to Team Lead at the end of shift along with PM

• Analyst should be dependable and follow dress code policy.

• Responsible to perform additional tasks as assigned.

QUALIFICATIONS AND EDUCATION REQUIREMENTS :

• Minimum Bachelor’s degree

• Additional Professional courses would be preferred

PHYSICAL DEMANDS AND WORK ENVIRONMENT :

• Extensive sitting at several occasions and should be flexible in timings

SKILLS :

• Should be proficient in Excel, MS Office and relevant call center related applications / programs

• Customer Services/ Quality Assurance Background would be preferred

• Good analytical skills

• Excellent listening skills

• Quality & Customer Focus, Phone Skills, Good Verbal & written Communication

• Objectivity

• Dependability

• Multi-tasking