Key Responsibilities:
- Level -1 support for all IT related issues.
- Proper escalation of unresolved issues to L2 (Internal) team according to established guidelines and policies.
- Respond to customer inquiries in a timely manner by following the established SLA’s (service level agreement).
- Follow-up with users to ensure that all issues/needs have been resolved/met
- Serving as the first point of contact for staff seeking technical assistance over the phone, email or through ITSM Tool requests.
- Performing remote troubleshooting through diagnostic techniques and pertinent questions.
- Ensure all issues are properly logged.
- Record incidents and problems and their resolution in logs.
- Prioritize and manage several open issues at one time.
- Assist and provide support to off-site technical staff in identifying and resolving technical issues.
- Assist with various projects/tasks assigned from Team Lead.
Skills & Competencies
- Deep understanding of Network infrastructure and device configurations
- Familiarity with network devices
- Deep understanding of Windows servers and virtual machines
- Familiarity with other operating systems and virtualization
- IT Administration experience
- Good understanding of computer systems, mobile devices and other tech products.
- Ability to diagnose and resolve basic and some advance technical issues.
- Expertise in systems administration, networking, hardware and mobile device hardware/ software troubleshooting.
- Experience with Windows Active Directory, DNS, Remote Desktop, Networking and VIOP on Level-1
- Functional knowledge and experience of installation troubleshooting of (/7/8/10) Server 2008/2012/AD) and MAC.
- Configuration of Cisco/Avaya/IP based Phones
- Installation configuration Printers/Scanners and Oracle based application support.
- Virtual Desktop Interface knowledge
- Excellent communication skills.
- Customer-oriented and Positive attitude.
Experience and Qualification
- BE/BSc/BS in IT, Computer Science, or any relevant discipline
- Must have 1 years' experience in Level-1 IT Support department.
- Proven experience as a help desk technician/Support Engineer
- Customer service experience.
- End user support and Troubleshooting
Job Details
rentVm enables the power of Cloud Computing. rentVm delivers Infrastructure-as-a-Service technology to Software Developers, Healthcare, Education, small and medium size businesses and enterprises to enable Public and Private (enterprise) Cloud environments. Our extensive experience in system integration and solutions centric services help our customers to quickly migrate and adopt to cloud based services.
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