Associate L2

CPP Investments

Location

Bangalore | India

Job description

B.Tech or other graduation in Information and technology degree is must.
ITIL process knowledge
MCP certification
24/7 environment support model.
Minimum 1 year experience in information technology or technical support
Good understanding of software/hardware platforms, OS, Network and voice infrastructure
Working knowledge of security software options and functionality preferred
Strong communication, interpersonal and analytical skills to effectively communicate with all levels of employees. Excellent multitasking skills.
Familiarity with remote desktop applications and help desk software (eg. Bomgar)
Ability to work in fast paced self-directed environment
Extensive familiarity with Windows operating systems and MS Office products

Skills (good to have)

ServiceNow knowledge
Outstanding customer service skills and dedication to providing exceptional customer care
Must be self-motivator and self-starter
Exceptional listening and analytical skills
Additional certification in Microsoft, Cisco or similar technologies is a plus

Responsibilities

Taking ownership of customer issues reported and seeing problems through to resolution
Asking customers specific questions for quickly understanding the root of problems
Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Ensure all issues are properly logged and tracked till closure.
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Document technical knowledge and updates in the form of IT/Customer notes in ticket.
Prioritizing and managing several unresolved problems at the same time
Communicating clients through various channels (e.g. phone, email, chat) until their technical issues get resolved

Job tags

Salary