Purpose of the Job:

To provide first level support for issues related to IT and to monitor and escalate issues/events in order to meet project requirements and to facilitate Interactive Group Employees regarding any issue(s) related to IT as per company's policies and procedures.

Functions & Responsibilities (duties to be performed by this position):

Operations and Maintenance

1.    Provide first-level contact and support for problem resolution for all users with hardware, software and applications problems. And resolve associated tickets with in time as per support process.

2.    Perform Service Desk Function M.R.E.C (Monitor, Report, Escalate and Coordinate).

3.    Monitor services on project related NMS for status and related events.

4.    Handle tickets and escalate to the concern team members in order to resolve the issues at earliest.

5.    Provide high levels of Customer Service while processing inbound calls and create associated tickets with accurate and detailed information.

6.    Install company recommended operating systems, software, applications and provide troubleshooting where necessary.

7.    Install printers, scanners, VoIP or other end user IT devices. and provide troubleshooting where necessary.

8.    Utilize knowledge base.

Interdepartmental Coordination:

1.    Coordinate with project related teams for level-2 support in order to resolve more complexed technical issues with in time.

Documentation and Reporting:

1.    To develop reports with respect to nodes status, remote site connectivity from NMS in order to maintain records.

Any other task assigned by Supervisor

Required Skills and Knowledge Areas:

·         Operating System Installation.

·         Computer Hardware Knowledge.

·         Troubleshooting.

·         Basic Knowledge of System.

·         Basic Knowledge of Networks.

·         Basic Knowledge of VoIP.

·         Exellent Communication Skills.

·         Client Handling Skills.

·         Excellent learning capabilities