Experience as Technical Support executive

• Employer

  Infosys Limited

• From

  30 October 2017

• To

  18 June 2019

• Detail

  Making outbound calls if required to follow up with the engineers.
  Resolving issues related to broadband connection and routing defects.
  Working along with engineers to route the traffic to correct IP’S as suggested by engineers.
  Working with ticketing tool and resolving tickets related to issues raised via online portal.
  Coordinating with engineers to resolve break fix issues.
  Escalation of issues if required to the second level team for resolution using the ticketing tool.
  Tool Used: Service Now, Citrix, Remedy, Active Directory, DNS, DCHP
  
  Job Responsibilities
  Pick up incoming Incidents and requests by Tickets system (Using BMC remedy tool) and provide response according to Business SLA.
  Providing remote support to End users with the help of remote tool (Boomgar), Skype for business also with the help of calls (US & Manila Users)
  User account creation for Active directory, providing outlook 365 license to users and basic PowerShell scripting to user.
  Also providing various Client applications access and troubleshoot those applications as per SOP.
  
  Key Responsibilities:
  To perform ticket analysis, service interruption analysis, triaging of issues, follow-up with relevant teams for resolution.
  To ensure that all required ticket information is available for further analysis (for example, screenshot of error and customer ID) and run methods and procedures to provide resolution to known/recurring issues.
  To perform queue management for assigning tickets to other teams, and follow up for timely resolution while keeping track of SLAs.
  To ensure timely resolution or escalation within the agreed SLA. This includes creating a positive customer support experience and build strong relationships through problem understanding, communicating promptly on progress, and handling customers with a professional attitude.
  To update checklists for quality assurance and progress tracking following standard operating procedure.
  To ensure the seamless handover between shifts and monitor and publish the SLA achievement by keeping track of all KPIs.
  To ensure crystal clear communication and documentation as point of contact.
  To perform validation, verification, and correction, wherever applicable, of artifacts of the system (reports, bills, event records, screens, and so on). Report and properly document errors that are detected.
  To perform basic software system operations, using the online screen, running maps and jobs, basic configuration/installation, and taking backups.