Application Support-Backup and Recovery Support

Application Support-Backup and Recovery Support

JOB ROLE: Application Support-Backup and Recovery Support

Shift : Rotational Shift

Experience Range: 2- 8 years

Max Notice Period: 15 days

Location: 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