20 Oct
Quantified HR Private
Bengaluru
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