IT Remote Specialist II

Posting Date: Jul 12, 2019

Location: Noida, IN

Company: iQor

Way to go iQorian! We’re excited you’ve decided to be considered for this new role and one step closer to advancing your career. Please read the information carefully. Should you have any questions please contact your local Recruiting manager.  Let’s get started! 

Summary

Provides second-tier support to end users for either PC, server or mainframe applications, and hardware. Handles problems that the Service Desk agent or Remote Specialist 1 is unable to resolve. May interact with network services, software systems engineering, and or applications development to restore service and or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Escalates more complex issues to senior level.

Responsibilities

  • Provide technical assistance and support for incoming tickets/emails for both internal and client owned apps/services.
  • Handle escalations from internal projects, and setting up tech discussion with all required IT resources for troubleshooting
  • Identify potential chronic issues and/or trending issues, and escalate to required team for resolution.
  • Investigate/diagnose reported incidents due to a failed technology service as quickly as possible.
  • Document troubleshooting steps steps undertaken towards restoration of service.
  • Other tasks/duties that may be assigned as required

Requirements

  • Graduate of 4-5 yr Computer/IT related course
  • 2-3 years working experience in IT service support, preferably in a BPO/Call-center environment
  • 2-3 years hands-on experience in Microsoft SQL and Cisco is a must
  • Strong/advanced troubleshooting skills is a must
  • Familiar with server/client infrastructure and network in a large organization
  • Knowledge/Familiarity with the below technologies is an advantage
    • Microsoft Active Directory
    • VMWare Horizon View environment
    • Batch scripting
    • Cisco/Avaya/Asterisk telephony environment
  • Must be able to work with a flexible schedule (includes graveyard/afterhours shift)
  • Strong communication skills
  • Familiar with different remote troubleshooting tools

Education Requirement

Graduate with a degree in IT/Technology/Computer Sciences etc.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Individual will be required to sit and/or remain stationary for extended periods of time. Individual will be required to type and/or operate a computer and other office productivity machinery for extended periods of time. The worker is required to have close visual acuity to perform activities such as: preparing and analyzing data and/or documents; transcribing; viewing a computer terminal and/or extensive reading. The person in this position may need to occasionally walk or otherwise traverse, stand, exert up to 10 lbs. of force to push, pull, lift or otherwise move objects, bend, reach, kneel, and/or twist for minimal periods of time. Employees should not attempt to lift, pull or push a load in excess of 50 lbs. without assistance. Care should always be taken when lifting, pushing or pulling in an awkward position.

iQor.com