01Responsibilities
Experience working in an End-User desktop support role or computer operations environment required.
Advanced printer / peripheral device troubleshooting.
Hardware Diagnostic and Hardware Fault Determination and Software Troubleshooting.
Providing remote technical support to users of desktop and laptop, printer etc.
Provide support to Google Site, Bomgar etc.
Basic administration of Google Suite, Google Ops Support
Resolve issues related to Google Drive file permissions and sharing.
System Optimization - Conduct in-depth analyses of resource utilization and performance metrics for Google Workspace.
Assist with account lockouts and user access issues.
Ticket Triage- Manage incoming support tickets from various channels (email, chat, or ticketing system), Categorize, prioritize and respond to end-users.
Manage end-user requests.
Configuring & trouble shooting problem w.r.t Operating System, Office Applications.
Ensuring technical queries not progressing are escalated.
Handling VIP and escalation calls.
Proficient in supporting hardware and software issues for computer systems and mobile devices.
Interacting with senior users to understand the requirements.
Perform direct hands-on problem resolution and escalation management for end-user troubles, application service interruptions and issues.
Serves end users in resolving hardware and software issues by fielding telephone calls and email communication, diagnosing problems, and performing troubleshooting activities.
Extensive diagnostic information gathering, troubleshooting, problem analysis and resolution.
Investigation and resolution of issues and may also include performance monitoring.
Skilled technologist with experience configuring computers and peripheral devices to work within established company and security parameters.
Troubleshooter with excellent diagnostics and repair abilities.
Expert in diagnosing security applications (Antivirus for computer systems and mobile devices
Removed malware, ransomware, and other threats from systems (Windows, MacOS, Android and iOS devices)
Analyzed customer's need and issues to identify troubleshooting methods needed for quick remediation
Executed various techniques including Network troubleshooting, Application updates and applying patches to devices.
Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
Desired skills / Nice to have skills
Google Workspace Administration.
Understanding of ITIL processes and methodologies.
Excellent communication & interpersonal skills.
Experience with ticketing tools SNOW etc.
Knowledge of Incident, Problem, Change Management.
Record events and problems and their resolution in logs.
Able to resolve problems quickly.
24x7 support .
