support Role Full-Time

US Technology International Pvt Ltd

Posted By : US Technology International Pvt Ltd

Thiruvananthapuram, Kerala (60)

  • Learn infrastructure domain components, common tools and application used. Learn cloud basics.
  • Ability to understand the client query and provide hardware / software / network problem diagnosis / resolution via telephone/email/chat
  • Ensure every issue/request is logged in the Ticketing tool without any lapses. 
  • Provide first Level remote support and IT related services to end users based on SOPs within agreed SLAs 
  • Route tickets to internal 2nd and 3rd level IT support staff appropriately
  • Use the ITIL Framework to document and manage Incidents and work requests.
  • Assign Service Requests / incidents to appropriate support teams and follow up until closure. 
  • Educate Users about Self-help articles, best practices thus creating awareness about IT systems usage.
  • Co-ordinate with Level 2 teams during Major incidents and provide updates to Users.

Ensure the ticket is updated with latest updates in a descriptive manner for future reference.           

Role Specific Skills
  • Active Listening
  • Clerical
  • Computers and Electronics
  • Critical Thinking
  • Customer and Personal Service
  • Deductive Reasoning
  • English Language
  • Inductive Reasoning
  • Information Ordering
  • Near Vision
  • Oral Comprehension
  • Oral Expression
  • Persuasion
  • Problem Sensitivity
  • Reading Comprehension
  • Service Orientation
  • Speaking
  • Speech Clarity
  • Speech Recognition
  • Written Comprehension
  • Written Expression

Any Graduate

  • Good analytical and problem-solving skills
  • Basic computer skill and technical acumen.
  • High level communication and collaboration skills
  • Risk Analysis and Management
  • Ability to adapt to a changing environment
  • Communicate with Team members effectively and efficiently.

Eligibility Criteria

  • Excellent communication skills – written and verbal
  • Students from CBSE/ICSE are preferred.
  • Graduation - BSC, BCA, BCom and BBA
  • Year of Pass out: 2021/2022 Graduates
  • Back Logs:  No Standing Backlogs / Arrears
  • Work Location: Trivandrum.
  • Immediate Joiners

UST is a global provider of digital technology and transformation, IT services and solutions, headquartered in Aliso Viejo. UST is looking to employ passionate, enthusiastic and technology focused candidate across various accounts.