Intern

Skill Role SD L1 Relevant Experience 2 yrs in Tech Support Non Voice Qualification Bachelors Masters Equivalent

Responsibilities

Key Skills Required

Provide software network problem diagnosis resolution via telephone email chat for customers end users

Route problems to internal 2nd and 3rd level IT support staff

support staff that provide hardware software network problem resolution

Administer and provide User account provisioning

Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions

Responds to telephone calls email instant messages and assigned tickets from users; Assign work orders incidents to appropriate

Support teams and follow up until closure

Respond to and diagnose problems through discussions with users including problem recognition logs research isolation resolution

and follow up steps Provide level 1 remote desktop support and perform other activities based on SOPs

Perform user account management activities

Escalate complex problem to appropriate support specialists

Responsible for activities relating to the evaluation analysis, and setup of PC based software products eg word processors spreadsheets

presentation graphics, database management systems, electronic mail, and communications)

• Troubleshoot client software and basic network connectivity problems
• Identify, evaluate and prioritize customer problems and complaints
• May train users and operators on a limited basis and/or may write training procedures
• Participate in on-going training and departmental development
• Routine maintenance updates with other IT staff and business units
• Provide all required documentation including standards, configurations and diagrams
• Provide knowledge transfer of EUC operations

Technical Requirements

Phone support experience necessary.

Technical Service desk or technical call center experience is necessary.

Hands-on Work Experience With The Following

Disciplined, systematic problem solving skills required.

Windows Operating systems

Clients: Windows7, Windows Vista, Windows XP, Windows 2000

Servers: Windows 2000, Windows 2003, Windows 2008,

ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center

Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools

MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Vision

• To assist the team in projectorresearchordocumentation activities and complete the assigned task and trainings effectively.