L2 Technical Support Executive

JOB DESCRIPTION
Role: Service Support Representative-Voice Process.
Location: Hyderabad
Role Purpose:
Responsible for obtaining required information from service requesters, querying clients to ensure accurate product identification, and logging the information into proper call management system. Works independently or cooperatively as a member of a team under the direction of a team leader or manager. Primarily interfaces with clients, service delivery units, immediate management and other team members to ensure an accurate service request is routed to the appropriate service provider. Responsible for determining service entitlement by reviewing contract, generating contracts for time & material service if request is not under contract, or at field management request, providing grace periods on certain products while contract is in process. May also utilize multiple internal systems for one of the following activities:
Core Competencies:
o Troubleshooting and resolving complex technical issues.
o Timely response on priority and customer requests. Escalation handling skills.
o Document technical, process solutions and prepare knowledge articles to enhance service desk and escalation desk resolution.
o Experience in troubleshooting Microsoft applications i.e. MS office, internet explorer, operating system issues, issues related to virus
o Experience in troubleshooting connectivity related issues i.e. VPN, wireless etc.
o Expertise in troubleshooting laptop / desktop HW and computer peripheral issues i.e. Local / network printer, etc.
o Exposure to id and access management (active directory and application).
o Exposure to creation, deletion, modification and transfer of user accounts in AD.
o Granting access right and permissions to security groups, dl, share folders etc.
o Understanding of service desk environment and its day to day operations.
o Experience of working in SLA based environment.
o Exposure to ITIL based work environment.
o Good oral and written communication skills.
o Analytical and troubleshooting skills.
o MCP/MCSA/MCSE/MCITP/A+ certification desired.