19 Oct
Quantified HR Private
Bengaluru
JOB ROLE: Application Support-Backup and Recovery SupportShift : Rotational ShiftExperience Range: 2- 8 yearsMax Notice Period: 15 daysLocation: BWT (Marathahalli)Responsibilities:
- Handle incoming calls, emails and chat from the users.
Some account may require working on rotational shift
- Ability to comprehend end users from International locations over the phone
- Recording, classifying and prioritizing tickets
- Providing initial support and troubleshooting based on Knowledge Base articles
- Contributing to Knowledge Base with new articles
- Taking a remote of an end users’ machine if required while troubleshooting
- Routing requests to the appropriate support groups third party suppliers when tickets are not resolved during initial support
- Monitoring the status and documenting the progress towards resolution of all open tickets
- Keeping affected users informed about the progress.
- Escalating the process if necessary
- Resolution confirmation and closure of tickets within the SLA
- Attend trainings and complete certifications for set competencies Technical Skills:
- Ability to differentiate between different type of IT assets
- Basic troubleshooting on different versions of Windows OS.
E.g., Windows XP. Windows 7, Windows 10 and Windows 11
- Understanding of desktop applications and how do they work, installation & uninstallation
- Ability to support users in business applications based on SOP’s
- Troubleshooting Desktop/Application remotely
- Ability to carry out Disk management, Disk Encryption, Wireless configuration
- Ability to check utilization and availability, ability to perform start up and shut down services by following SOP
- Ability to Install and configure email client,
troubleshoot connectivity issues
- Ability to troubleshoot calls for printers & copiers locally and remotely.
- Very good verbal & written communication skills(Mandatory) Backup and Recovery: (Required for Tech Support)
- Technical understanding of native backup management tools & different types of backups
- Ability to isolate system issues to back up job issues
- Ability to provide SOP based support for configuring & troubleshooting backup related issues
- Basic Networking (Protocols/OSI Layers/IP address)
▶️ Application Support-Backup and Recovery Support
🖊️ Quantified HR Private
📍 Bengaluru