[Hiring] Senior Associate – Service Delivery @Black Box

Role Description

• Respond to calls, tickets and emails, and troubleshoot reported issues in a Service desk environment.
• Troubleshoot escalated issues and help L1 support team to resolve end user’s trouble tickets.
• Consult and collaborate with other IT departments to resolve issues quickly and efficiently, when needed.
• Escalate unresolved issues to the appropriate internal channel.
• Diagnose and troubleshoot applications, operating systems and software issues, and technical issues, including login account and email account setup.
• Maintain ticket updates for all reported incidents.
• Troubleshooting of Antivirus issues such as virus outbreaks, virus definition issues etc.
• Provide timely communication on issue status and resolution.
• Proven ability to multi-task, effectively determine priorities and meet SLA’s.
• Adaptable and flexible in a fast-changing industry and work environment.
• Hands-on experience with Service desk and remote control softwares.
• Properly escalate unresolved issues to appropriate team members.
• Communicate with users with a high degree of etiquette and professionalism.
• Ensure all the calls have been attended and updates in the Ticketing Tool whichever come under their bin.
• Contribute to improving customer support by actively responding to queries and handling complaints.
• Perform other duties and participate in special projects as assigned.

Qualifications

• Bachelor's degree in Electronics / Computer Science / Information Technology or related field and 8 years of experience, or combination of education and 6-8 years of relevant experience.
• Work Experience in MS 365 / Azure cloud environment, Office 365 applications.
• Experience in Windows operating systems (XP through Windows 11) required.
• Analytical skills to identify and resolve matters of significance.
• Problem solving skills to troubleshoot various problems within varied environments.
• Superior time management skills.
• Superior interpersonal skills to interface with internal and external users, customers and vendors.
• Ability to multi-task and work under pressure and adapt to fast paced changing requirements and requests.
• Management of MS 365 / Azure cloud / Share Point / One Drive / In Tune.
• Office 365 support and MS Teams support.
• End User Desktop support (Remote support) and Troubleshooting.
• End User desktop applications, Office, email support.
• Basic management and configuration of applications.
• Familiarity with email server and spam filtering technology.

Training & Certifications

• Current and valid industry Training/certifications in the following preferred:
• ITSM (Ticketing) Tool.
• Training in Operating systems management and Basic Network Operations.
• Knowledge of IP routing protocols and implementations.
• Microsoft 365 Certified: Administrator Expert.
• Microsoft Certified: Azure Administrator Associate.