Job Description
Time: 9am – 12 noon (after 12 Noon no registration will be entertained)
Date: 26th September 2013, Thursday.
Educational Requirement:
B.Tech – (CS/IT/EEE/ECE/E&I)
BCA / B.Sc. – (CS / IT / Mathematics / Statistics)
60% throughout in academics, No current backlogs
2013 pass out only
Responsibilities
- Provide hardware / software / network problem diagnosis resolution via email/chat/ telephone/web, Monitoring & Management of various IT Infrastructure components for customer's end users
- Identify, evaluate and prioritize customer problems and escalations
- Respond to and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps. Provide level 1 support and perform other activities based adhering on SOPs/work instructions
- Responsible for activities relating to the evaluation, analysis, setup of PC-based software products (e.g. word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications), client software & basic network connectivity problems within SLA (If any)
- Use the Incident Management System to document information and manage problems and work requests and their respective resolutions and circumvention’s
- Analyze, acknowledge & record each & every alert in the monitoring tools & handle the alerts as per their impact
- Administer and provide User account provisioning & activities
- Assign work orders / incidents to appropriate support teams and follow up until closure.
- Route problems to internal 2nd and 3rd level IT support staff
- Escalate complex problem to appropriate support specialists
- Routine maintenance updates with other IT staff and business units
- Initiates, Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution
- Participate in on-going training and departmental development
- Ready to work in rotational shifts, 24 x 7 shifts to provide monitoring of IT infrastructure support
Soft Skills
- Excellent communication and conversation skills (Verbal and Written)
- Good documentation skills
- Good working knowledge of MS OFFICE
- Should have good customer handling skills
- Able to handle unforeseen situations
- High level of acceptance
- Can drive HCL's value and its methodology
Technical Skills / Experience/Certification requirements
- Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone
- Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must
- Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared
- Ability to learn new information quickly and the willingness to do so at all times
- Ability to work flexible hours from time to time to cover for other staff
- Should have understanding of IT Environment and ready to learn new processes and technologies
- Customer Focus
- Teamwork
- Technical Expertise
- Interpersonal Effectiveness
- Concern for Order and Quality
- Knowledge of basic Networking and other technologies
- Fundamental ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred
- Good to have basic understanding of Client Server Architecture, OS
- CCNA/MCP/MSCA Preferred
Hiring Process
- Grammar Test
- Group Discussion
- Technical Round
- HR Round
Terms & Conditions
- Willing to sign Service agreement of 1 Year (As applicable)
- Willing to relocate, if required
- Willing to work in 24*7 environment
- CTC of 1.80 L/PA
Locations
Chennai
Experience
0 – 1 years
Keywords / Skills
freshers, Fresher, ITIL, troubleshooting
Education
BCA, B.E/B.Tech, B.Sc
Function
IT
Role
• Fresher
• Other Software/Hardware/EDP – IT Networking-Freshers
Industry
IT/ Computers – Software
Company Name
HCL Technologies Limited
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