It Client Service Advisor

Job description

**Your Role and Responsibilities:** - Deliver strong technical troubleshooting support across operating systems, LAN, Microsoft Outlook, and related enduser technologies. - Diagnose and resolve escalated technical issues from end users, ensuring minimal downtime. - Manage and resolve Severity 1, 2, and 3 incidents as per defined SLAs. - Coordinate and collaborate with various IT functions to handle escalations effectively. - Communicate effectively with internal and external stakeholders, including clients and crossfunctional teams. - Support desktops, laptops, Windows applications, and networkingrelated issues as part of L2 responsibilities. - Leverage strong knowledge of Windows 10 and Windows 11 environments for issue resolution. - Perform additional IT duties and tasks assigned by the IT Manager. - Ensure high levels of customer service by interacting with business teams and providing timely support. - Maintain adherence to organizational processes, guidelines, and procedures. - Utilize exposure to SAP, Oracle, Citrix, DHCP, DNS, Active Directory, and VMware to enhance service delivery. - Demonstrate a working understanding of network, voice, and server functions within IT infrastructure. **Required Education:** Bachelor's Degree **Preferred education** Master's Degree **Required Technical and Professional Expertise:** - Good technical troubleshooting skills. - Good oral and written communication skills. Good Analytical skills. - Strong understanding of application: OS, LAN & MS Outlook. - Ability to coordinate and collaborate among different functions within IT. Ability to Handle Escalations." - Excellent communication and coordination skills. Diagnosing and resolving escalated technical issue. Must have team handling ability to L1 and L2engineers. - Basic understanding of network, voice and server functions in IT infrastructure. - Should be able to handle internal and external stakeholders. Should be able to communicate with clients and IBM cross towers. - Attend and resolve IT incidents (Severity 1,2,3) as per SLA.As an L2 support role, diagnosing and resolving escalated technical issues primarily on desktops/laptops and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime - Strong knowledge on OS (Windows 10/Windows 11). - Performing miscellaneous job-related duties and tasks as assigned by the IT manager. - Need to interact with business whenever required so need to possess excellent communication skills and ensuring that a high level of customer service and support is provided to all internal and external customers. Understanding of network, voice and server functions in IT infrastructure. - Maintains and consistently demonstrates a general knowledge of company guidelines, processes, practices and procedures. Exposure to SAP, Oracle and Citrix environment and strong knowledge in DHCP, DNS, AD and VMWARE will be an added advantage. **Preferred Technical and Professional Experience:** Required Technical and Professional Expertise: Good communication skills. Knowledge of IT infrastructure (Server/LAN/WAN) Can communicate with internal and external stakeholders. Preferred Technical and Professional Experience: - - Should have at least 2 years experience in managing / handling IT infrastructure. - End User Support on the Windows, applications troubleshooting. Required Education: Bachelors Degree Preferred Education: ITIL knowledge, MCSE Eligibility Requirements: Good communication skills Shift: Rotational Shifts(APAC/EMEA/NA) Is Extensive Time Away from Home Required ****Years of Experience:**** 2 - 4