Desktop Support Technician L1

Technical support professionals who provide in-person support to internal employees, remote workers, or external customers and require skills specific to this unique form of customer contact.

• Exceptional communication and customer handling skills
• Experience working with ticketing system.
• Strong analytical skills and quality conscious
• Should work in 24/7 rotational shift timing
• Should resolve technical problem (over a phone/Chat or remote systems support)
• Basic Understanding of Windows XP/Win 7.
• Basic Understanding of Email configuration and support on MS office tools.
• VPN troubleshooting and Incident Management.
• Basic Understanding of Microsoft Office products (Excel, Word and Power Point Etc.)
• Basic Understanding of Network Concepts
• Basic Understanding of AD
• Basic Understanding of troubleshooting Mobile Devices
• Independently resolve tickets within SLA Adheres to standard operating procedures / work instructions
• Follow the escalation process
• Follow the shift hand-over process
• Update work logs
• Update the knowledge base
• Coaching fresher’s to be independent
• Coaching analysts for correct routing of tickets, capturing critical information
• Technically upgrade across versions of environment when required
• Adhere to organization policies and procedures

Client : HCL America; This is a Contract-to-Hire role.