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Man the support helpline and take calls/chats coming in from end-customers to understand the issues being faced and document the same in the ticketing systems.

o Monitor incoming mails and auto-ticketing tools and ensure timely response and resolution to customers.

o Monitor customer infrastructure components like servers, networks, firewalls using monitoring tools as part of the NOC team.

o Ensure that effective follow-up communication via mail and phone is delivered to keep customer aware of the developments on his/her reported issue.

o Develop strong working relationships with on-site engineers and work together as a single team.

o Provide FCR to customer areas in as many of the following technical areas as possible:

§ OS Installations, driver issues, printer issues

§ Mobile device management

§ Software installations, customer specific application issues

§ Grant/revoke access to infrastructure devices/services, applications

§ Network access, internet access, DNS, DHCP issues

§ Storage issues, backup and restore issues

§ Anti-virus and other endpoint system management issues

§ User account creation, management, basic AD issues, license management

§ Office 365, Exchange e-mail client management

§ Desktop & laptop hardware issues

§ Parts ordering and asset tracking

§ Patch management of desktops and servers

Essential Attributes and Skills Needed:

• Excellent customer facing skills with fluency in written and spoken English.

• Bachelor’s degree in Science or higher. (B.E/B.Tech preferred).

• MCSE/CCNA preferred.

• Practical knowledge of the deliverables listed above is expected.

• Ability to quickly scale up and learn technologies outside of core areas of expertise.

• Proven experience of effectively handling customer dissatisfaction.

• Understanding of ITIL concepts and processes.

• Basic understanding of virtualization technologies is an added advantage.

• Ability to work US EST/PST business hours on rotational basis.