Company Name: Object Technology Solutions India Pvt Ltd (OTSI)
Address: Hitec City-2, Hyderabad
Contact Person: Venkata Ramana Lagisetty
looking for Tech support executives with following criteria.
Hiring for L1 Technical Support (Voice)
Exp: .6 to 2yrs
Job Description of
â€¢ Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end users
â€¢ Route problems to internal 2nd and 3rd level IT support staff.
â€¢ Responds to telephone calls and assigned tickets from users; incidents to appropriate support teams and follow up until closure.
â€¢ Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
â€¢ Perform user account management activities
â€¢ Escalate complex problem to appropriate support specialists
â€¢ Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets,
â€¢ presentation graphics, database management systems, electronic mail, and communications)
â€¢ Troubleshoot client software and basic network connectivity problems
â€¢ Identify, evaluate and prioritize customer problems and complaints
â€¢ May train users and operators on a limited basis and/or may write training procedures
â€¢ Participate in on-going training and departmental development
â€¢ Routine maintenance updates with other IT staff and business units
â€¢ Provide all required documentation including standards, configurations and diagrams
â€¢ Provide knowledge transfer of Service Desk operations
â€¢ Phone support experience necessary.
â€¢ Technical Service desk or technical call centre experience is necessary.
â€¢ Disciplined, systematic problem solving skills required.
â€¢ Hands-on work experience with the following:
â€¢ Windows Operating systems
â€¢ Clients: Windows7, Windows Vista, Windows XP, Windows 2000
â€¢ MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
â€¢ Internet browsers (e.g. Explorer, Chrome, Firefox),
â€¢ Support for laptop, desktops, and printers
â€¢ Excellent communication and conversation skills (Verbal and Written)
â€¢ Good documentation skills
â€¢ Should have a great customer handling skills
â€¢ Able to handle unforeseen situations
â€¢ High level of acceptance