01Key Responsibilities
- Demonstrate strong communication and analytical skills to effectively troubleshoot technical issues.
- Proactive and enthusiastic learner with a genuine passion for supporting users.
- Communicate confidently across multiple channels including phone, email, and in-person interactions.
- Possesses solid organisational skills with the ability to manage and prioritise tasks efficiently.
- Committed to meeting service level agreements (SLAs), including response times, resolution targets, and achieving first-time fixes.
- Shows a willingness to pursue relevant certifications and accreditations to support ongoing professional development.
Main Duties and Responsibilities
- Deliver 2nd Line technical support across diverse client environments through the helpdesk platform.
- Effectively manage incoming service requests, accurately diagnose issues, and ensure prompt resolution.
- Uphold exceptional standards of customer service and maintain clear, consistent communication throughout all support interactions.
- Diagnose and resolve more complex IT issues escalated from 1st Line.
- Collaborate closely with 3rd Line Engineers and the broader IT team to ensure smooth issue resolution and appropriate escalation.
- Foster strong client relationships by delivering timely, qualified support that meets their IT requirements.
- Ensure issues are fully resolved without adverse impact on other systems.
- Provide guidance and training to 1st Line Engineers.
- Ensure timely and appropriate escalation of tickets.
- Log and update tickets with detailed notes and time entries in Halo PSA.
- Create and maintain knowledge base articles.
- Maintain a high standard of professionalism in all interactions.
- Act as a point of escalation for customer concerns.
- Pursue certifications and deepen technical expertise.
- Upskill in key accountancy applications such as Sage Accounts and CCH.
Tools and Technologies:
- Halo PSA (Ticketing System)
- Datto RMM (Remote Monitoring and Management)
- Backupify (Backup Management)
- Microsoft 365 and AVD
- Accountancy Applications (e.g., Sage Accounts, CCH)
Additional Responsibilities
- Participate in the out-of-hours (OOH) rota (2-3 times per year on average)
- Support application updates/upgrades during OOH periods as required
- Highlight Priority 1 or Priority 2 incidents (including security incidents) as early as possible
Benefits
- Competitive salary
- Annual Bonus
- Provident Fund
- Employee's State Insurance Corporation
- Medical Insurance
- Night Allowances
- Pick and Drop facilities at Jammu Office (Only for Female Staff)
- Team Lunches
- Maternity/Paternity leaves
- Retirement Benefits
- Paid Time Off
- Flexible work schedules and workplace perks like on-site snacks
- Flexible working
- Salary reviews are subject to annual performance/annual appraisal reviews .
