aksconsultancy-blog

[aksconsultancy-blog]

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[aksconsultancy-blog]

Greetings from Locuz! We are currently looking for Technical Support Please find below the job description: Walk-in Dates: Jan 23rd to 25th Time: 10:00 am to 4:00 pm Strong verbal and written communication is must. Should be open for rotational shifts Job Location- Hyderabad Contact Person: Jennifer Venue Details:Locuz Enterprise Solutions Ltd. #401, 4th Floor, Krishe Sapphire, Main Road, Madhapur, Hyderabad - 500081 Responsibilities:- Act as a single point of contact for phone calls, emails and tickets from end users regarding IT issues and queries Receiving, logging and managing queries/issues from end users via telephone and emails Incident logging, categorization, prioritization, assignment, coordination and communication until resolution Incident communication and notification for high priority incidents Coordination with application and infrastructure support teams Provide accurate Incident resolution and Service Request management, within established Service Level Agreement (SLA) and Operating Level Agreement (OLA) time frames, meeting or exceeding customers requirements and expectations Incidents and Service Requests are managed effectively; ensuring information is captured in the tool for future reference and analysis, in line with ITIL principles. 1st line support and troubleshooting of IT related problems from in-house software and hardware such as Desktops, Laptops and Printers Log and manage incidents/Service Request in ITSM tool Escalate unresolved tickets to Level 2 resolver groups Take ownership of user incidents/requests and follow up the status on behalf of the user and communicate progress in a timely manner To maintain a high degree of customer service for all support queries and adhere to all service management principles Scope of Support:- Password reset & Account unlock (AD and other applications) Active Directory account management MS office application issues Remote Desktop Management MS Outlook issues (profile creation, PST, permissions, calendar sharing, delegation) Creation/Access Management of Network Drives and Shared Folders Browser trouble shooting Wireless troubleshooting Operating System Troubleshooting Office 365/Windows Installation and Troubleshooting of approved software Printers - Troubleshooting & Printer Access Basic L1 Laptop & Desktop Troubleshooting VPN troubleshooting Basic support on Unix OS (including HP Unix, Solaris, AIX, Linux)