JD :-

• Take ownership of incoming help requests from end users and document all pertinent customer information.
• Hands-on experience working with ticketing tools and SLA governed environment.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriate channel.
• Record, track, and document the problem-solving process all the way through to the final resolution.
• Use logical reasoning to analyze a situation and make use of available debug utilities.
• Identify and learn old and new software features supported by the organization.
• Hands-on experience working with fixes at the product level, including installing and upgrading software.
• Test fixes and Beta versions of the software to ensure reported problem(s) have been adequately resolved.
• Ability to establish proper course of action to ensure efficient completion of work within prescribed time limits.
• Develop FAQ and Knowledge Base articles to aid in problem resolution.

Job Requirements:

• Bachelor's degree in Information Technology, Computer Science or equivalent
• Proven working experience in Enterprise technical support.
• Working knowledge of Windows systems, Visual Studio, C#, IIS troubleshooting, Citrix, Virtual Environments.
• Basic knowledge of Database, VB/Java scripting, Excel macros
• Basic knowledge about Active Directory, Windows Server 2012 onwards, Cluster
• Excellent written and verbal communication skills