Job Description
Work location & time:
- Birlasoft corporate office (NOIDA)
- Comfortable working in shifts especially in night shifts/odd hours
- 24*7 hours support project
Relevance experience expectation:
- Minimum 1 year & Maximum 3 years
Primary Skill:
- Excellent verbal communication skills (English)
- Experience in handling US customer over the phone
- BPO Technical support (voice) experience
- ITIL knowledge
- Technical experience
*L1 & L2 server support (Windows service starts, stops, restarts)
*L2 IT Servicedesk support & Queue monitoring
*Code migration (DLL & Class files)
*CA WLA (Work Load Automation) scheduling support and administration
Incident creation using ITIL based ticketing tool
Inbound call and routing experience
Team player
Essential Skill:
- Night shift working experience
- Weekend Shift experience
- Fluent communication (English Language)
- Experience in handling US customer over the phone
Hands on experience with:
- Windows Operating Systems, Active Directory, Exchange 2003/2007.
- Servers support: Windows 2008, 2008 R2, 2012.
- Hands-on experience with User account creation for Active Directory, Exchange Mailboxes, Distribution lists and Incident creation.
- Hands-on experience in executing incident, problems and change management process.
- Experience of SCCM/Configuration manager will be an added advantage.
- Hands on experience on security patch deployment and software update via SCCM.
Additional Skill:
- Remote Infrastructure support (RIMS) knowledge
- IT Network support knowledge
- Execution of WLA scheduling jobs
Roles & Responsibilities: Team Member
- Strong experience in L1/L2 Service Desk /Help Desk support and flexible to work on 24*7 support model.
- Ability to be a self-starter and to take initiative in critical situations.
- Excellent communication/written skills and active listening skills.
- Creation, transfer and resolutions of incidents (tickets) using SCCM ticketing tool
- Meeting SLAs
- Continuous monitoring, coordination and transfer of Incident/s to various support team queue
- CA WLA (Workload Automation) scheduling support and administration.
- WLA jobs, batch jobs executions
- Windows Server services starts, stops, restarts
- Code migration of DLL & Class files
- Client handling over the phone as inbound calls
- Meetings with US customer over phone.
- Various report creation and publish dashboard on regular basis.
- SLA Data collection and Status reporting
- SOPs update and creation
- MS Excel report creation
- Knowledge Transfer on Business Processes
- Provide input on the strategy, policies and major issue resolutions
Primary Location: India-Birlasoft Ltd (India)-Noida Sector135
Job: Infra
Organization: Birlasoft Limited
Schedule: Regular
: Full-time
Apply Online : http://bit.ly/3Fyy67U
!...Good Luck...!