Job Description:
POSITION PURPOSE: To provide initial technical support and assistance to end-users or customers.
Key Responsibilities:- 1- Basic Troubleshooting- Identifying and resolving common technical issues reported by
end-users. Log Analysis and providing resolution thereafter. Liaising with different Teams
in and outside IT. Engagement with Partners for issue resolution. Handling and Resolving
Audit Related Queries. Creating SOPs for all Processes involved Application Management.
2- User Assistance- Providing assistance to end-users through various channels (phone,
email, chat) to help them with IT-related problems.
3- Documentation- Maintaining documentation of common issues and solutions for
reference.
4- Escalation- Escalating complex issues to higher-level support teams when necessary.
5- Password Resets- Handling password reset requests and user account management.
6- Remote assistance- Providing remote assistance to users to troubleshoot issues on their
devices.-
7- Basic network and system administration- Assisting with network connectivity issues and
basic network troubleshooting.
8- Training- Providing basic training and guidance to end-users on IT tools and procedures.
9- Security Awareness- Promoting and enforcing IT security best practices among end-users.
10- Communication- Share acknowledgement on mail/ticket for the issues received. Regular
update to end-users to informed about the status of their requests.
QUALIFICATIONS AND EXPERIENCE REQUIREMENT:- Essential A bachelor’s degree in relevant field
Preferred Degree in relevant field such as computer science, information technology or a
related discipline.
Technical Skills:- • Knowledge on Operating system: Windows and Linux
• Networking basics
• Ticket resolution, ticket status reporting, clubbing of tickets which
are common in nature and can be easily can be permanently fixed.
• Good knowledge of Java, .NET and log analysis.
• Technical proficiency
• Good knowledge on Oracle and SQL, PLSQL
• Script presentation
• Documentation
• Behavioral Skills:- Competencies Attribute
Professionalism To conduct your duties with good judgment and in good faith
Respect To be sensitive and responsible for what we say and do
Excellence To act in a manner that earns the trust and admiration of others
Entrepreneurial To be enterprising and take ownership of our actions
Teamwork Working collaboratively to achieve the common goals and be
successful together
