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Engineer - Cloud & Infra Management

Company

LTIMindtree
Address Markham, Ontario, Canada
Employment type FULL_TIME
Salary
Category IT Services and IT Consulting
Expires 2023-08-03
Posted at 10 months ago
Job Description
Service desk


  • Strong problem solving abilities with Ability to diagnose and resolve basic technical issues
  • Good understanding of computer systems, mobile devices and other tech products.
  • Strong verbal and written communication skills, with the ability to effectively communicate to a variety of audiences.
  • Certification Requirement: ITIL Foundation, Windows 10 Configuration.
  • Minimum 3-4 years of experience as a Help Desk / Technical Support Technician or Semi-Technical support role


:


  • Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.
  • Must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.


Responsibilities:


  • Maintains records, informs users about the process and advises relevant persons of actions taken
  • Engages other support teams or resources as & when appropriate to resolve tickets
  • Advise users on appropriate course of action
  • Create a positive end user experience and build a good rapport with the customer by ensuring timely resolution, escalation or communication of status updates
  • Monitor issues from start to resolution
  • Maintains call quality and response times as per the agreed SLA's. Strict adherence to meeting all the agreed SLAs and KPIs
  • Identify major incidents and invoke the major incident management process
  • Uses experience to address user problems and interrogates database for potential solutions.
  • First point of contact for all end user reporting technical issues over the phone, Chat or email or web.
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Escalates, if needed, unresolved or complex issues to the Remote Support Engineering staff or Field Engineering or respective support groups
  • Systematically interprets user problems and identifies solutions and possible side effects. Ability to paraphrase and trouble shoot issues
  • Adhere to the documented policies and procedures
  • Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate.
  • Applies basic diagnostic techniques to identify issues, investigate causes and recommend solutions to correct common failures
  • Install, modify, and repair computer hardware and software.
  • Identify new issues and contribute to Knowledge Base development
  • Maintain confidentiality with regards to client / customer information & adhere to the NDA guidelines
  • Log all incidents and requests in the ITSM tool. Maintains records of calls and ensure all cases are updated in the system and Categorize and record reported queries and provide solutions
  • Performing remote troubleshooting through diagnostic techniques and pertinent questions
  • Use appropriate CTI classification for incidents and requests
  • Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements
  • Responsible for providing the first-line of technical support of hardware, Operating Systems, sub-systems and/or applications for customers and/or employees


Preferred


  • Good communication skills
  • OS - Windows 7,Windows 10, Mac OS X
  • Basic Networking, VPN and Active Directory Skills
  • Office : MS Office, Office365
  • Need to be flexible in working from Office
  • Should have understanding of below Technical Skills:


Disclaimer :L&T Infotech has an accommodation process in place and provides accommodations for applicants with disabilities. If you require a specific accommodation because of a disability or a medical need during our recruitment processes, please let us know so that arrangements can be made for the appropriate accommodations to be in place.