Technical Support Representative Tier 2
OP360 CEBUTechnical Support Representative Tier 2
Job Description
Key Skills
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Responsibilities:
Response to tickets escalated from Tier I
- Creates, monitors, tracks, schedules, updates and closes tickets within ServiceNow in a timely manner
- Provide friendly, professional support via phone, email, and on-site.
- Independently resolve most issues with Windows 7, 10, and network printers, software, and hardware break/fix
- Collaborate with vendors to resolve issues as necessary
- Diagnoses and troubleshoots end-user desktop application issues and provide appropriate solution
Qualifications:
- 2+ years of experience in an IT Help Desk role
- Experience in Office 365 and Active Directory Services
- Working knowledge of Windows 7 and 10 and Microsoft Office suite
- Basic understanding of Networking
- Remote access technologies (VPN terminal services, published apps, etc.)
- Preferred experience working with ServiceNow, Salesforce, and VMware
- Ability to assist others with complex issues in a professional manner
- Ability to manage and prioritize incidents, requests, and tasks
- Strong problem analysis and problem-solving skills
- Excellent written and verbal communication skills
- Resourceful, well organized, highly dependable, efficient and detail-oriented
Role
Customer Service Executive -Technical
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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