Technical Support Specialist with Expertise
2 tygodni temu
HCLTech seeks a skilled Technical Support Agent to join its team.
Estimated annual salary: $60,000 - $80,000 based on location and experience.
Job DescriptionDaily Activities:
- Manage user accounts across various platforms, including Windows, Active Directory, and Exchange.
- Create and administer LAN accounts, Global Groups, email accounts for new users.
- Standardize network resources as per client requirements and grant permissions.
- Set up servers according to client standards and grant permissions.
- E nsure customers have the necessary access to support their business efficiently.
- Perform System Administrator duties for User Account Maintenance and Incident Management Systems.
- Develop and maintain Knowledge Base for User Account Maintenance Procedures.
Soft Skills:
- Excellent communication and conversation skills (verbal and written).
- Fluent English (B2 level) is a must, and any other language at B2/C1 level (Hungarian).
- Great customer handling skills and resourcefulness for dealing with unforeseen situations.
- Ability to ensure high customer satisfaction and acceptance.
- Personal dedication to providing high-quality service.
- Desire to reinforce HCLTech's values and methodology.
- Ability to integrate as a cross-functional team player in a fast-paced environment.
Technical Requirements:
- Working knowledge of applications running across multiple platforms.
- Understanding of ITIL processes.
- Experience in UNIX/Mac environment.
- Working knowledge of ticketing systems for incident management.
- Ability to define processes and implement them as needed.
- Ability to conduct Root Cause Analysis.
- Ability to provide hardware/software/network problem diagnosis/resolution via telephone.
Years of Experience:
- Total: 3-4 years of higher education (B.Sc. or diploma).
- Relevant: 2-3+ years of help desk/desk side, customer service, and support experience.
Certification Requirements:
- MCP/MCSE/MCSA preferred.
- ITIL knowledge especially on Service Desk, Incident, Problem, and Change Management preferred.
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