Provide initial assessment of urgency and business impact on all support helpline calls and emails.
Record internal and external client service requests, incidents, and change requests into system and communicate ticket ID to client for their follow up
Perform initial troubleshooting to identify the root cause by eliminating step-by-step possible root causes of the incident.
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
Maintain overall ownership of client’s issue & service ensuring that they receive resolution within a committed SLA.
Perform comprehensive root cause analysis, and advise how to avoid such incidents in the future.
Record incident resolution in system and communicate to all stakeholders.
Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
Document knowledge in the form of knowledge base tech notes and articles.
Acquainted with ITIL framework.
Have theoretical understanding of Databases (MS SQL and MySQL), Client / Server Operating Systems, Networking, and IP Telephony
Excellent written and verbal communication skills with good telephone mannerisms.
Flexible approach to work and problem solving.
Able to work flexible hours including weekends to provide 24/7 team coverage
Ability to work proactively with little direct supervisionand explain complex technical issues to non-technical staff.
There is no minimum requirement on education.
Junior level professionals with one year experience in Helpdesk/Tech Support Role Preferred.
Prior experience working in a helpdesk/IT support role highly preferred.
Please contact us if you need any information/assistance regarding the recruitment process.
Afiniti is an Equal Opportunity Employer.
Afiniti provides equal employment opportunities (EEO) to all employees and applicants for employment, regardless of race, creed, color, religion, gender, national origin, ancestry, age, marital status, veteran status, disability, medical condition, gender identity or sexual orientation.
You are now leaving our website
Afiniti assumes no responsibility for information or statements you may encounter on the Internet outside of our website. Thank you for visiting afiniti.com