Job Description

\xef\x83\x98 Excellent written and verbal communication in English \xef\x83\x98 Candidates with neutral accent preferred \xef\x83\x98 Excellent Problem-Solving Skills \xef\x83\x98 Basics of Systems, Network, End-user and End-point compliance domains, \xef\x83\x98 Awareness to technology backend engines and relevant L1 understanding (e.g. AD, DB, ISC server, File Server / Shared Folder mgmt., Network Components, Proxy & VPN \xef\x83\x98 Able to effectively handle and manage the end-users, internal domains, TSDs and stakeholders \xef\x83\x98 Basic Business Etiquette and understanding of international customers \xef\x83\x98 Clear understanding of Remote Infrastructure Management (RIM) \xef\x83\x98 Awareness of working culture of international geographies \xef\x83\x98 Minimum one relevant certification such as A+ / Comp-TIA or any equivalent certification within 6 months from the time resource is on boarded into the project \xef\x83\x98 ITIL certified and awareness to ITSM platforms like Remedy and SNOW \xef\x83\x98 Minimum 3 years working experience Key Responsibility Areas (KRAs) \xef\x83\x98 Logging, Owning and tracking tickets for all the issues and requests received and ensuring correct priority and category \xef\x83\x98 Timely follow up with user for tickets awaiting user response \xef\x83\x98 Update the tickets with resolution remarks and close the ticket on time \xef\x83\x98 Adhere to SLAs \xef\x83\x98 Contribute towards creation of knowledge base/SOPs \xef\x83\x98 Health check for NC machines basis Compliance reports for international users \xef\x83\x98 Develop working relationship with EXL stakeholders \xef\x83\x98 Trained on client handling skills and soft skills \xef\x83\x98 Troubleshoot problems with Laptop Hardware, Application, Printer and OS \xef\x83\x98 Standard configuration of Laptops, VPN related issues resolution \xef\x83\x98 Execution of regular SRs. \xef\x83\x98 Installing / Uninstalling and configuring applications (Enterprise and Clients) \xef\x83\x98 Response & closure of calls within committed norms \xef\x83\x98 Focus on First call resolution and First time right \xef\x83\x98 Troubleshooting and fixing the issues related to Systems L1, Networks L1, End-point compliance and Assigning/Escalating to next level if applicable Mandatory Skills- Candidate must be aware about Outlook troubleshooting.
AD Concepts & Group Policies
Basic networking commands why they are used
VPN troubleshooting and end user troubleshooting Domain Rejoin etc Job Type: Full-time Salary: 925,000.00 - 940,000.00 per month Benefits:

• Provident Fund

• Day shift

• Bachelor\'s (Preferred)

• IT: 1 year (Preferred)
• total work: 1 year (Preferred)