End User Support

Role & responsibilities

Provide phone, email, remote, and in-person support to troubleshoot various technical problems.

Installing, configuring & troubleshooting issues and follow up until resolved related to Hardware, Software, Windows 11, O365 Products etc.,

Documenting 1st Level Troubleshooting steps performed, escalating the issues to the appropriate teams if unable to resolve them independently.

Managing Laptop/Desktop Inventory and updating in Organization Asset Management Tool

Ensure all the Workstations are complaint as per the Organization Standards to meet Department KPI Score and SLA

Internet Link Monitoring and resolving issues with the coordination with respective ISP Vendor(s)

Placing orders via SC and Invoice Processing in SAP (Organization will provide training)

Required Skills

Technical Skills Win11, O365 Softwares, SCCM Client, Antivirus, Proficiency in Excel (must) etc., Android and iOS will be and added advantage.

Problem-solving skills - Strong problem-solving skills help resolve these problems in a timely manner without breaching SLA.

Communication skills – Good communication skills in English & Hindi (must) and local languages.

Teamwork skills - effectively collaborating with other teammates and supporting them as and when required.

Travel – Travel to various sites to any part of India as and when required.

Training Abilities - Skills to educate non-technical users on utilizing technology.

Time Management - Prioritize and handle high volumes of support request and other task.

Preferred candidate profile