Technical Support Analyst - Tier 3

As an IT SUPPORT TECHNICIAN at NSP, Delhi, your role is crucial in ensuring proper computer operations for end users to accomplish organizational tasks. Your responsibilities include receiving, prioritizing, documenting, and actively resolving end user help requests. This may involve using diagnostics and help request tracking tools, as well as providing hands-on help at the desktop level.

Key Responsibilities:

• Field incoming help requests from end users via telephone and work orders, maintaining a courteous manner.
• Document all pertinent end user identification information and nature of problem.
• Build rapport with help desk customers and elicit problem details effectively.
• Maintain excellent customer service over the phone.
• Troubleshoot and perform routine maintenance of workstations and servers remotely.
• Maintain a positive attitude, fast-paced, detail-oriented, and multitasking work ethic.
• Diagnose malfunctioning Apple and Windows hardware and software.
• Respond to, detail work done, and close remote support tickets.
• Maintain and update the customer database for service request orders.
• Assist customers in purchasing decisions when necessary.
• Maintain a safe and clean work environment.
• Maintain a professional image and attitude.

Operational Management:

• Prioritize and schedule problems, escalating when required.
• Record, track, and document the help desk request problem-solving process thoroughly.
• Apply diagnostic utilities and access resources on the Internet for troubleshooting.
• Identify and learn appropriate software and hardware used and supported.
• Perform hands-on fixes at the desktop level, including software installation and upgrades.
• Test fixes to ensure problems are adequately resolved.
• Develop help sheets and knowledge base articles for end users.
• Perform post-resolution follow-ups to help requests.
• Perform related duties consistent with the scope of the position.
• Strong understanding of the Agile Methodology and workflow is a plus.

Knowledge & Experience:

Hardware:

• Practical knowledge of internal components of workstations and servers.
• Practical knowledge of accessories including networking devices, printers, and security devices.
• Practical knowledge of stress limitations, heating and cooling limitations, and networking limitations.
• Practical knowledge of assembly, disassembly, and maintenance of hardware components.

Software:

• Practical knowledge of Windows operating systems and major software suites.
• Understanding of ticketing/KB software and major anti-viral technologies.
• Practical knowledge of internet browsing, e-mail, and communications software.
• Reasonable knowledge of server applications and diagnostic utilities.
• Good understanding of the organization's goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills and strong documentation skills.

Personal Attributes:

• Ability to conduct research on computing issues.
• Ability to absorb and retain information quickly.
• Highly self-motivated with keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to prioritize and execute tasks effectively.
• Exceptional customer service orientation.

If any additional details about the company were mentioned in the job description, they have been omitted in this summary. As an IT SUPPORT TECHNICIAN at NSP, Delhi, your role is crucial in ensuring proper computer operations for end users to accomplish organizational tasks. Your responsibilities include receiving, prioritizing, documenting, and actively resolving end user help requests. This may involve using diagnostics and help request tracking tools, as well as providing hands-on help at the desktop level.

Key Responsibilities:

• Field incoming help requests from end users via telephone and work orders, maintaining a courteous manner.
• Document all pertinent end user identification information and nature of problem.
• Build rapport with help desk customers and elicit problem details effectively.
• Maintain excellent customer service over the phone.
• Troubleshoot and perform routine maintenance of workstations and servers remotely.
• Maintain a positive attitude, fast-paced, detail-oriented, and multitasking work ethic.
• Diagnose malfunctioning Apple and Windows hardware and software.
• Respond to, detail work done, and close remote support tickets.
• Maintain and update the customer database for service request orders.
• Assist customers in purchasing decisions when necessary.
• Maintain a safe and clean work environment.
• Maintain a professional image and attitude.

Operational Management:

• Prioritize and schedule problems, escalating when required.
• Record, track, and document the help desk request problem-solving process thoroughly.
• Apply diagnostic utilities and access resources on the Internet for troubleshooting.
• Identify and learn appropriate software and hardware used and supported.

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