| Request: |
Information Technology_IND - IND_Support Executive |
| Qty: |
1 |
| Candidate Submission Limit Per Supplier: |
4 |
| Candidate Submission Limit Per Request: |
0 |
| Desired Start Date: |
8/31/2026 |
| End Date: |
2/28/2027 |
| Hrs/Wk: |
45.00 |
| MSP Owner: |
Mishra, Rishabh
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| GBAMS Requisition ID: |
10815915 |
| Estimated Expense: |
Rs0.00 (Sum of Expense * Quantity of Candidates) |
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| Job Description: |
Role Descriptions: Requires exceptional verbal and written communication skills as well as strong customer service and interpersonal skills.Willingness to work in any shifts including night shifts.Accountable to answer customer requests and assisting customer either by emailchat or over the phone.Should be flexible for voice support.Ability to understand customer issue and troubleshoot to resolve it as an FCR.Must be a strong cross-team collaborator.Requires the ability to thrive in a demanding| fast paced 247365 operations support environment.Basic knowledge about Systems| backup and Network.Ability to drive higher Customer Satisfaction and maintain the defined SLAs and KPIs. Technical Skills -Basic troubleshooting of WindowsMac operating systemsUnderstanding of networking basics (DNS| DHCP| TCPIP)Experience with ticketing systems like Service Now(SNOW)Knowledge of Active Directory and user account managementFamiliarity with remote desktop toolsOffice 365Google Workspace supportBasic hardware troubleshooting (printers| laptops| desktops)VPN and remote access troubleshootingBasic understanding of ITIL processes Soft Skills Excellent verbal and written communication skillsStrong problem-solving and analytical skillsCustomer-oriented mindset with patience and empathyAbility to work under pressure and handle multiple tasksStrong time management and organizational skillsTeam collaboration and interpersonal skills TechnicalProcessBehavioral CompetencyTechnical Competencies Operating Systems Proficiency in supporting Windows| macOS| and basic Linux environments.Networking Basics Understanding of LANWAN| IP addressing| DNS| DHCP.User Management Active Directory| password resets| group policy basicsEmail Systems Support for Office 365| Exchange| or Google Workspace.Remote Support Tools Familiarity with tools like TeamViewer| Remote Desktop| Bomgar.Hardware Troubleshooting PCs| laptops| printers| scanners| mobile devices.VPN and Security Basic support for VPN connections| MFA| and endpoint protection.Ticketing Systems Experience with ITSM platforms (e.g.| ServiceNow| Jira Service Desk).Mobile Device Support iOS| Android| MDM platforms.Basic Scripting (Optional for L2) PowerShell| batch scripts for automation. Process Competencies ITIL Framework Knowledge Incident| request| and problem management processes.Ticket Handling Logging| categorizing| prioritizing| and resolving tickets within SLA timelines.Knowledge Base Usage Ability to search and contribute to internal KB articles.Change Management Awareness Understanding change requests and approvals (optional at L1 but a plus).Escalation Procedures Knowing when and how to escalate tickets to L2L3.Reporting Documentation Accurate incident documentation| creating reports on service performance.SLA KPI Awareness Understanding service levels| responseresolution times| and performance metricsContinuous Improvement Proactively identifying recurring issues and suggesti
Essential Skills: Service Desk Management
Desirable Skills:
Keyword:
Skills: IT IS_Service Desk~Service Desk Management
Experience Required: 4-6 |
| Comments for Suppliers: |
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| Rate Card Class: |
IND_Support Executive |
| Category: |
Category 1 |
| Level: |
Level II |
| Bill Rate: |
Rs40,000.00 - Rs75,000.00 Monthly NOOT |
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