IT Support Engineer (CCNA)

Job Description

ROLE AND RESPONSIBILITIES

Reviews analyze and evaluate information technology systems operations.

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

Researches resolve and responds to questions received via telephone, emails, and callbacks. 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 behavior 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 the client.

Send daily shift started to report to Team Lead and POC.

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

The 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 on several occasions and should be flexible in timings

PREFERRED 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