Technical Associate - Service Desk L1

Responsibilities

. Handle the issues/request reported through various ticketing tool within agreed SLA&rsquos

. Should handle Voice and Non-Voice tickets simultaneously.

. Responsible for executive leadership and Board members IT support.

. Advanced understanding of technology hardware, including desktop computers, laptops, tablets, printers, projectors, and scanners.

. Troubleshoots and resolves minor wireless, network, switch, or printer issues escalates major issues (wireless, network, etc.) to information technology (IT) infrastructure technical teams

. Working knowledge of PC/LAN application software including Office 365 and Internet browsers (Internet Explorer, Chrome, Safari)

. Set up and configure computer systems.

. Troubleshooting issues related to MDM, OS, Standard Office Suite, and Browsers.

. Second level support to Desktops, Laptops, Thin Clients, Printers, Scanners and Multi-Function Devices.

. Trouble shooting issues related to business specific applications.

. User provisioning of various business applications(ERP)

. Support New Transitions, Ramp Up&rsquos/Down&rsquos, Business migrations/Site Consolidations Projects.

. Support Infra Projects (Refresh/Upgradations/Migrations/New Technology Rollout)

. Knowledge Management - Ensure the Knowledge Articles are used on all issues.

. Provide Hands and Feet support to other IT Teams for any scheduled activities.

. Install and configure computer hardware, operating systems, and applications.

Qualifications we seek in you!

Minimum Qualifications

. Bachelor%27s Degree required. Preferably in Computer Science, Information Systems, or related field.

. Strong domain knowledge and technical orientation.

. Knowledge of OS, MDM and Office Issues.

Preferred Qualifications/ Skills

. Customer Service and Problem-Solving attitude.

. Good communications skills in English.

. Should be able to deliver on tight timelines.