Job Description

1 Who are we Amdocs helps those who build the future to make it amazing. With our market-leading portfolio of software products and services, we unlock our customers\' innovative potential, empowering them to provide next-generation communication and media experiences for both the individual end user and enterprise customers. Our 30,000 employees around the globe are here to accelerate service providers\' migration to the cloud, enable them to differentiate in the 5G era, and digitalize and automate their operations. Listed on the NASDAQ Global Select Market, Amdocs had revenue of $4.3 billion in fiscal 2021. For more information, visit Amdocs at In one sentence What will your job look like Provide support to Amdocs internal users for IT related support Knowledge to support various Desktop and Laptop models available in Amdocs Image Amdocs Laptops and desktops with the Amdocs image Should use the internal CRM application to log new cases & update progress on existing cases in a timely manner Knowledge to support windows related issues escalated by Remote Support Manage ServiceNow incident and request workflows by taking ownership, prioritizing incoming work, and delivering services meeting defined Service Level Agreement (SLA) timelines Resolve and respond to user questions received via ServiceNow, email or other collaboration methods meeting defined OLA and SLA Use technical knowledge bases(internal & external) to resolve technical issues & collaborate on issues with relevant teams as required Support meeting/conference room IT infrastructure Vendor management - Deal with various desktop/laptop vendor to support existing requirements and plan for future requirements. Initiate procurement requirements for new PC/Laptop devices to support existing and growth requirements Need to be on call after office hours and during weekends for any major disruptions in IT Service Document new procedures as well as maintain documentation on troubleshooting and technology, contribute to the knowledge base as required Collaborate effectively and closely with end users, IT stakeholders All you need is... Must have minimum 2 to 3.6 years of technical support experience Excellent communication skills Knowledge to remote support tools like Windows Messenger, RDP, Net Meeting, SCCM Excellent knowledge of PC & laptop hardware Expert knowledge of Windows7 and Windows 10 operating system. Mac OS will be additional benefit. Intermediate knowledge of Windows Exchange messaging system Intermediate knowledge of backup systems like OneDrive, Druva. Intermediate knowledge of O365. Preferred Skills/ Domain Knowledge Windows System Administration. (Windows 7, Windows 10) PC/Laptop support Hardware knowledge of laptop, Desktop, printer Good knowledge of MS suite of products like MS 365 Excel knowledge for reporting. Required Behavioral Competencies Ability to work in a team & communicate with team members for either guidance at work or for sharing own expertise Good collaboration skills to achieve the stated objectives Excellent English communication skills Patient with customers Have an ownership mentality to resolve issues on own or with the help of others Be a self-starter and the work minimal remote assistance Come up with ideas, solutions to implement new services to enhance customer satisfaction

foundit