IT Home Agent Support Specialist @ Thane, Mumbai

Profile:- IT Home Agent Support Specialist
Reports To:- IT HA Support Manager
Department:- IT/IS
Salary:- 24K In-Hand

Purpose of Position:

Providing first call resolution and actively managing activities surrounding the resolution of Home Agent issue calls to ensure minimal business impact.

PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS:

• Provide first call resolution or facilitate resolution to Home Agent issues by engaging the appropriate parties.
• Troubleshoot issues related to Citrix and/or VPN sessions on Windows & Macintosh Platform.
• Manage problem tickets from cradle to grave ensuring that appropriate information is gathered, assignment to fix agent is accurate, and resolution is achieved within the documented service levels.
• Communicate technical and procedural production issues between company employees at all levels utilising ticketing, email, instant messaging, and phone.
• Facilitate escalation for unresolved issues approaching or surpassing the allowable service level.
• Collect and consolidate required information from reporting parties into the ticketing system.
• Performs other related duties and assignments as required and as assigned by supervisor or manager.

QUALIFICATIONS:

• College degree or technical training is a must.
• Should have at least 1 Year of Technical Support Experience at any capacity.
• Proficient with Microsoft Office tools.
• Should have knowledge about Windows & Macintosh Operating System.
• Should have knowledge about Citrix & VPN technologies.
• Should have both an interest in the IT industry and technical aptitude.
• Must have exceptional verbal and customer service skills.
• Must have excellent writing skills.
• Must have the ability to multitask and prioritise.
• Must be able to perform duties with minimal supervision.
• Experience with Teleperformance is preferred.
• Experience on Active Directory and/or Citrix is preferred.

Requirements:

• Must be okay with Night Shifts & Rotational/Split Offs.
• Transport Boundaries for HA - Sion to Kalyan (Airoli, Rabale, Ghansoli, Koparkhairane, Turbhe)
• Because of the situation currently it is Work from Home later once everything is back to normal the candidate must travel to the Thane Office.
• Experience for HA- 1/1.5 Yrs

Location:- Thane, Mumbai (Initially work from Home {95% Night Shifts})
Working Days:- 6 days any shifts, 24*7 Process
Require Head Count:- 25