Job description
- The candidate needs to provide comprehensive technical support to CloudKaptan employees.
- Research, resolve, and respond to inquiries received via web chat, telephone calls, email, and ticketing system, all in a timely manner, in accordance with team standards.
- Diagnose and troubleshoots end user computing problems including analyzing the problem, identification of appropriate resources, testing proposed fixes, and follow-up to ensure the problem has been resolved.
- Maintaining Asset Inventory according to company policies.
- Coordinate with Sales and Procurement Partner ensuring timely delivery of new resources.
- Acquire and maintain current knowledge of relevant support policies in order to provide technically accurate solutions to users.
- Creates and submits detailed call logs documenting customer interactions that are accurate, thorough, and timely.
- Assists with activities to triage and escalate any system or network outage to reduce downtime.
Candidate's Basic Qualification
- Bachelor's degree in Computer science or IT-related field.
- Individuals should be local from Kolkata.
- Must have knowledge of Mac OS X and Microsoft Windows 10.
- Strong verbal and written skills and proven ability to communicate with technical and non-technical staff.
- Display a commitment to quality and strong multi-tasking skills.
- Adherence to shift schedules and timeliness are key requirements
- Willingness to work flexible shifts and schedules, weekends, and holiday
Candidate's Preferred Qualification
- Advanced MacOS systems administration skills.
- Strong troubleshooting skills in very complex systems.
- Experience with MDM tools like Jamf, ManageEngine, Munki, etc
- Ability to explain complex IT concepts in simple term
