IT System Analyst

Job highlights

• . Freshers can be considered and it will be great in case of 1-3 years of relevant experience in L1 technical customer support (voice and email),with a strong customer interaction experience

• . BasicLevel 1 troubleshooting,redirect to L2 / L3 as required

• BachelorDegree in Information Technology (or related technical discipline).

• Freshers can be considered and it will be great in case of 1-3 years of relevant experience in L1 technical customer support (voice and email), with a strong customer interaction experience.

• Passion to be a part of a hard-working and winning team.

• Willing to work in a 24x7 environment and provide weekend coverage, if needed.

• Ability to multitask in a fast-paced environment.

• Excellent ability to learn and articulate software-related and technical concepts.

• Strong active listening skills and excellent written and oral communication skills.

• Excellent Customer Service Orientation.

• Strong attention to detail when communicating with customers (verbal & written).

• Ability to empathize with customers and convey confidence.

• Expertise in working with Microsoft Excel.

• Extensive Network knowledge.

• Familiarity with Windows Server 2016/2019/2022.

• Familiarity with cloud technologies like Office365, Google Suite, and Azure platform.

  Job Responsibilities:

  Firstand all subsequent contact with the customer.

  24*7support via phone and email.

  BasicLevel 1 troubleshooting, redirect to L2/L3 as required.

  Searchthe knowledge base to verify if reported problems are already known issues witha defined resolution plan.

  Impactanalysis with the accurate classification of reported issues to ensureappropriate prioritization.

  Replicationof the reported issue in an appropriate customer environment.

  Initialtriage to isolate unsupported 3rd party issues from the potential root cause.

  Informationgathering to ensure complete availability of details required for root causeanalysis.

  Provisionof technical resolution or problem workaround.

  Problemrouting/escalation to second/third level support or third parties whererequired.

  Desired Candidate Profile:

  • Freshers(any IT Graduate) with a good understanding of computer networks and desktop-leveltroubleshooting techniques.

  • Should beready to work in a 24/7 work environment.

  • Excellentcommunication skills to communicate with international clients.

  • Goodprobing skills & Analytical skills would be an added advantage.

  • Goodknowledge of Microsoft tools like Word, Excel, PowerPoint, etc.

  • Above average knowledge of network toolsLAN & WAN.