• Work in a 24*7 environment in rotational shifts providing technical support (phone/email/chat).
• Troubleshooting user problems using available tools and technologies (soft phones, Lync, remote control technologies)
• Strict adherence to process and procedures.
• Resolve incidents within prescribed time limits wherever applicable; or escalate accordingly.
• Triaging the tickets to different support groups based on category of the tickets.
• Following up on tickets and tracking them to closure.
• Providing sufficient and accurate information to users on the ticket status.
• The ability to pick up new processes quickly and efficiently, communicate effectively and be accountable for their actions.
• Work on any ad hoc tasks/projects assigned and ensure timelines are met.
• Willingness to learn new technologies and adapt to the needs of the organization changes.

Required Skills

• Flexibility to work on 24/7 shifts rotational.
• Basic hardware and networking knowledge.
• Ability to learn quickly and adapt to changing requirements.
• Strong written and oral communications skills
• Courteous with excellent customer service orientation.
• Good listening skills.
• Must be flexible and be a team player.
• Good problem solving skills.
• Knowledge of ticketing tools (preferable)

Required Experience

• Flexibility to work on 24/7 shifts rotational.
• Basic hardware and networking knowledge.
• Ability to learn quickly and adapt to changing requirements.
• Strong written and oral communications skills
• Courteous with excellent customer service orientation.
• Good listening skills.
• Must be flexible and be a team player.
• Good problem solving skills.
• Knowledge of ticketing tools (preferable)