Job Detail

IT Service Desk Technician – 4 Opening(s)

IT Hardware, Technical Support, Telecom Engineering

Virtela India Pvt Ltd
Mumbai
Full Time
Category : Desk Technician Salary : Experience(s) : 3 Year

Overview

Industry Type Telecom/ISP Role Technical Support Manager Functional Area IT Hardware, Technical Support, Telecom Engineering

About Virtela India Pvt Ltd

By enabling the transition of branch office IT services to the cloud, Virtela gives enterprises the benefit of an “asset-light” software-defined networking model that delivers 80% cost savings in upfront capital and 30% savings in ongoing operating expenses. Virtualized Overlay Networking integrates 1,000+ local and regional network providers, giving you greater flexibility, resiliency, and geographic reach than any traditional network provider Virtela ESC the only global cloud purpose-built for enterprise networking, security and mobility; virtualizes IT services to enable asset-light branch offices, rapid service activation and lower costs

Job Description Job Title: IT Service Desk Technician

GENERAL SUMMARY:
The Service Desk Technician is responsible for handling first level support of service requests. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

Essential Duties and Responsibilities:
IT Support relating to technical issues involving Microsofts core business applications and workstation operating systems
Support of disaster recovery solutions
Intermediate technical support at the network level: WAN and LAN connectivity, Remote Access, Wi-Fi, and PC/IT security
Advance remote access support
Monitor for automated alerts and notifications, responding accordingly through Help Desk service tickets
System documentation maintenance and review
Monitor assigned ticket queues and assign tickets to appropriate resources within the organization. Serve as the front line support for all IT requests and escalated issues
Communication with users as required: keeping users informed of incident progress, notify them of impending changes or agreed outages and internal escalations
Manage critical users incidents, associated to customer communication, activities and any appropriate escalations.
Take overall responsibility for incident management and request fulfilment on the Helpdesk Desk.
Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules, etc.
Brief knowledge on ITIL V 3 Concepts.

Additional Duties and Responsibilities:
Improve customer service, perception, and satisfaction
Expedient turnaround of user requests
Ability to work in a team and communicate effectively
Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
Escalate service requests that require engineer level support
Responsible for entering time and expenses as it occurs
Enter all work as service tickets into the ticketing system

Knowledge, Skills, and/or Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Advanced understanding of Windows workstation operating systems, business applications, printing systems, and network systems
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
Diagnosis skills of technical issues
Ability to multi-task and adapt to changes quickly
Technical awareness: ability to match resources to technical issues appropriately
Service awareness of the organizations key IT services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide IT services
Typing skills to ensure quick and accurate entry of service request details
Self-motivated with the ability to work in a fast moving environment

Desired Profile Please refer to the Job description above
Experience 3 – 8 Years
Industry Type Telecom/ISP
Role Technical Support Manager
Functional Area IT Hardware, Technical Support, Telecom Engineering
Education UG –

PG –

Doctorate –

Compensation:  Not disclosed
Location Mumbai
Keywords Technical Support IT Service Desk Incident Management Networking Maintenance ITIL IT Support Remote Access IT Security Disaster Recovery

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