Requirements –• Min 1-3 years of relevant experience in a technical support role & 12 months on the current grade• Working Knowledge of Operating Systems such as Windows 7 & 10 • Knowledge of identifying and troubleshooting issues related to System Configuration, Software & COTS applications• Working knowledge of MS Office suite & Skype for business• Fair understanding of ITIL practices in Incident Management, Request Management & Problem Management.Detailed roles and responsibilities:• Associate is responsible to perform diagnostics, resolve problems, and implement corrective actionswhen an end user has been unsuccessful working under the direction of the Level 1 CustomerService Desk. Incidents that are not resolved at the L1 will be routed to the deskside supportteam for resolution or as per the KBA defined (for outside the scope of Deskside)• Resolve Incidents and Problems associated with End User Devices and End User Software, andprovide break/fix support, advice, and assistance to Authorized Users. Associates would ultimatelybe responsible for resolving all Incidents and Problems associated with failure or degradation ofServices related to End User Devices and End User Software.• Contact the end user via phone to schedule the remote session call and coordinatewith onsite assistance if required.• Route / reassign calls to other levels of support, as required if miss-assignment occursWork with Level 2 and 3 Support staff and onsite vendors (as appropriate) to resolve Problemsand Service Requests.• Update the ITSM Tool fields upon successful resolution of the Incident.• Utilize Provider's remote tool to enable remote takeover sessions.• Attempt to resolve certain Incident Types by remotely taking control of the End User Device,provided the End User's system is accessible• Utilize remote controls to manage and update desktop system Software, and to maintainconfiguration of systems and applications.• Request end-user approval for remote takeover of system in support of incident resolution orrequest fulfillment• Escalate repeat issues to the appropriate service organization to allow root cause analysis to beperformed and resolution to be driven.
