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Virginia Beach

    Specialist - Virginia Beach, United States - HCL Technologies

    HCL Technologies
    HCL Technologies Virginia Beach, United States

    4 weeks ago

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    Description
    Job Description (Posting).
    Complete detailed reports listing requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved
    Act as the initial point of contact for all computer related concerns from clients or other employees
    Assist management in creating training materials pertaining to computer troubleshooting and usage
    Organize and file documentation pertaining to warranties and instructional guides for computer hardware
    Maintain a working log detailed all required system updates, as well as the date of completion
    Connect in-person/Face to Face with clients to analyze, troubleshoot and diagnose hardware problems
    Resolve technical issues related to Laptop/Desktop disruptions
    Install and configure computer systems and applications within the company

    Technical Qualifications:
    Windows & Mac operating system knowledge
    Advantage if Linux is there. Not mandatory
    Good knowledge on rebuilding Mac and Windows

    Good knowledge about basic windows and Mac Troubleshooting (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.)

    To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases

    #J-18808-Ljbffr

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