Requirements

• Learn infrastructure domain components, common tools and application used. Learn cloud basics.
• Ability to understand the client query and provide hardware / software / network problem diagnosis / resolution via telephone/email/chat
• Ensure every issue/request is logged in the Ticketing tool without any lapses. 
• Provide first Level remote support and IT related services to end users based on SOPs within agreed SLAs 
• Route tickets to internal 2nd and 3rd level IT support staff appropriately
• Use the ITIL Framework to document and manage Incidents and work requests.
• Assign Service Requests / incidents to appropriate support teams and follow up until closure. 
• Educate Users about Self-help articles, best practices thus creating awareness about IT systems usage.
• Co-ordinate with Level 2 teams during Major incidents and provide updates to Users.
• Ensure the ticket is updated with latest updates in a descriptive manner for future reference.    
• We need them to be excellent in written and verbal communication, with willingness to work in a 24/7 environment through rotational shifts      

Knowledge Examples

• Good analytical and problem-solving skills
• High level communication and collaboration skills
• Risk Analysis and Management
• Ability to adapt to a changing environment
• Communicate with Team members effectively and efficiently.

Eligibility Criteria

• Excellent communication skills – written and verbal
• Graduation: BCA/BSc/BBA/BCom/BA
• Year of Pass out: 2021 and 2022 Graduates
• Back Logs:  No Standing Backlogs / Arrears
• Immediate joiners
• Work Location: Noida (offline)
• CTC : 3 LPA