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Remote Support Engineer

Find the JD below for RDS Role:

Notice Period: Immediate to 30 Days.

Experiences; 4 to 7 Yrs

Work Location: Pune / Kochi (Work from home till office opens)

RDS Analyst / Level 1.5 (referred as RDS)

Language: Proficient in English & (Read + Write + Speak )

Non-Native: Mandatory JPLT N1 ONLY and Minimum 2 years working for a voice Support for a customer.

Equivalent test of spoken and written and technical IT specific knowledge in both and English

Role purpose:

The RDS Analyst will be responsible for Service ticket creation / assignment/ Categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW meeting FCR

He/She should follow KEDBs, Wikis for resolving technical issues and follow the defined processes(SOPs/SOWs) while attempting to resolve the incidents

· To provideL1 and L1.5 support; answering support queries via phone, email, Chat and Web from end user or SD L1 team

· To maintain a high degree of customer service for all support queries and adhere to all service management principles.

· To take ownership of user problems and be proactive when dealing with user issues.

· Logging / verifying customer details

· Identifying the issue and categorizing / prioritize the incident

· Creating a ticket in CRM tool

· Referring KB for workaround / resolution and attempting resolution

· Strong interpersonal skills are a prerequisite.

· Ability to work effectively in a dispersed team and individually.

· Ticket re-assignment to L2 if ticket unresolved by L1/L1.5 (where ever applicable)

· Ticket reassignment to PRG's if ticket unresolved by L1.5 (where ever applicable)

· Recording trend of calls and identifying outages proactively

· Callbacks for customer not reachable cases & customer request

· Identifying the trend of calls / tickets and highlighting it to TL/SME as applicable for outage confirmation

· Creating child tickets and tagging them with problem ticket

· Callback the user and confirm resolution (where ever applicable)

· Trouble shooting issues related to Outlook email / MS office suite / WebEx /Jabber / Cisco AnyConnect VPN, Chrome / Safari, IE, Firefox, Lotus Notes etc as per scope document and SOW

· Handling Emails & Service Requests using Remote tools

· Handling Technical issues of L1 and issues where L1 scope doesn’t include a resolution or out of scope issues of L1

· Discuss technical and process updates with teams, contribute in technical and process updates/trainings

· Previous Helpdesk (Voice Support) experience preferred.

· Excellent telephone manner and customer service

· Experience of using call logging software.

· Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc)

· Understanding of Windows 7 & 10 operating system - knowledge of MAC OS will be an advantage

· Assisting with configuring/troubleshooting of Software and Hardware

· Experience working with ServiceNow to log, track, close tickets

· Good spoken and written skills

· Provide an excellent level of customer service and professional communication

· Knowledge of Microsoft based operating systems with emphasis on Windows X and MAC OS

· Knowledge of Lotus notes and applications

· Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, MFD, Mobile & Tablets)

· Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.

· Basic understanding of PC hardware set-up and configuration.

· Basic Knowledge of Active Directory, Messaging, User Profile Administration including Remote Troubleshooting, Installation and Uninstallation of applications etc is a must

· MCP and ITIL certification would be desirable but not mandatory

· Should have worked as a Technical Support Executive / System or Network Administrator & acquired hands-on experience in the above areas in large & complex setups

· Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.

· Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, willing to travel, open to work in shifts

· Willingness to work in 12 X 5 support environment including working on Weekends and Holidays.

· Proactive in doing research to find solution for complex problems not documented in SOP

· Knowledge Management (SOP Creation, Updating, etc)

· Queue Management and other additional and ADHOC responsibilities needs to be followed arising out of business requirements

Interested candidates can share details in below format on mail with updated resume:

Candidate name:


Relevant experience:

Current CTC:

Expected CTC:

Current location:

Preferred location:

Notice period:

Feel free to reach me on-

pune, MH, IN