Career Info:-
Company Name: CA Technologies
Company Website: www.ca.com
Job Location: Hyderabad
Job Role: Associate IT
Customer Support Analyst
Job Experience: Freshers
Job Eligibility: BE/BTech
Job Summary:
Candidate
should be a BE/BTech.
Bachelor's
Degree (in Engineering) or global equivalent in Computer Science or related
field.
Excellent
customer service and follow-up skills, passion for exceeding customer expectations.
Excellent
interpersonal skills.
Ability
to navigate effectively within the organization to obtain resources needed to
perform duties.
Excellent
oral and written communication skills and the ability to work as part of a
team.
Ability
to develop strong business relationships.
Experience
in a diverse and decentralized working environment with multiple internal
working relationships.
Time
management skills and ability to handle multiple tasks/projects simultaneously.
Attention
to detail. Self-starter.
Possess
an eye for quality and suggest improvement over current practices.
A
keen sense of accountability and sense of urgency is essential as many support
issues will involve significant research and gathering of information from
different areas of the company to resolve a problem.
Ability
to maintain composure and work well under pressure.
Job Description:
Install,
configure and troubleshoot laptop, desktop, printers (Multifunction Devices)
and server systems remotely.
Ability
to identify and isolate Network (LAN/WAN) issues.
Ability
to identify and isolate system issues within Microsoft Active Directory
environment.
Install,
configure and troubleshoot Mobile/Wireless devices remotely.
Ensures
that all phases of Remote Technical Support including installations, upgrades,
software, hardware, operation systems and operating system configuration issues
are properly coordinated, monitored, traced, and resolved.
Ability
to conduct problem determination and root cause analysis on the end user
operating environment remotely using remote support tools.
Ability
to guide and educate end users when walking them through system troubleshooting
that will help in problem determination and resolution
Ability
to communicate highly technical information to both technical and non-technical
personnel.
Ensure
that a high percentage of Service Desk calls are resolved at first point of
contact through the use of the knowledge base tools and experience. Route or
escalate issues to Team Leads or second level support areas as appropriate.
Enhance
a positive customer experience by:
Ensure
that knowledge base documentation is created or updated with high quality and
customer intuitive content.
Promote
the use of customer self-support tools provided by CA, by demonstrating
functionality and effectiveness to customers.
Provide
clear and concise data entry updates for all customer interactions in our
Service Desk application.
Be
resourceful and innovative to determine who should be contacted to assist with
issue resolution when the solution is unknown or not documented. Transfer
issues to people/queues when sure of resolution path, escalate to Team Leads
for assistance as required.
Job Responsibilities:
Knowledge
of operational Incident/Problem management tools such as Service Desk, etc.
Candidate
high level of proficiency in supporting Microsoft (Windows 7, Windows XP)
Operating Systems and MS office products.
Candidate
have a good understanding and experience in PC Hardware Troubleshooting
(Preferably Dell, Lenovo)
Very
good knowledge and experience on Laptop/Desktop Imaging process inCorporate
environments (How to build a system from scratch).
Candidate
have a good understanding and exposure of Blackberries, Iphones, Androids and
other Mobile devices.
Candidate
have a good understanding and exposure of the Software delivery solution to the
Desktops/laptops in Corporate Environments.
Candidate
have a good understanding and exposure of Antivirus and Malware solutions in
Corporate Environments.
Candidate
have a good understanding and exposure of VPN and Wireless solutions in
Corporate Environments
Candidate
have an understanding of LAN/WAN setups in offices.
Job Skills:
Excellent Communication skills.
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