Associate

Skillset
Minimum 5 yrs hands on experience as deskside/Onsite support/local IT engineer
Experience in Providing Hands & feet Support for Network and Datacenter Equipment's/Devices
Strong Microsoft Operating System installation(Win 7 & Win10) and troubleshooting skills
Strong experience in troubleshooting MS office (Outlook, Word, Excel, PowerPoint etc.)
Strong desktop support knowledge including hardware, software, and networking concepts
Strong skills in Desktops, Workstations, Notebooks and Printers and Handhelds
Basic understanding of Audio/Video equipment and conference room setup
User account creation for Active Directory, Exchange Mailboxes, Distribution lists
Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools tool. Escalations
Troubleshoot and assist end users with mobile device setup, activations and performance issues.
Handheld Blackberry, Android & IOS support knowledge
Strong Customer service skills
Strong written and verbal communication skills
Good Understanding of ITIL processes
Hand on Experience on ITSM tools like Service Now

Mandatory Certification
A Certified or Equivalent Certified

Soft Skills
- Excellent communication and conversation skills in German (Verbal and Written)
- Good documentation skills
- Good working knowledge of MS OFFICE (Including MS Project and Visio)
- Should have a great customer handling skills
- Able to handle unforeseen situations
- High level of acceptance

(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases