Providing advanced technical assistance and support to end-users, including troubleshooting and resolving complex IT issues, involve resolving hardware and software problems, network connectivity issues, and system configuration errors. • Installation and configuration of computer software applications, and operating systems. This can include ensuring proper connectivity, device compatibility, and troubleshooting installation issues. • Managing and resolving IT incidents according to established service level agreements (SLAs). This includes logging and tracking incidents, identifying root causes, implementing temporary or permanent solutions, and ensuring timely resolution and customer satisfaction. • Providing step-by-step instructions, guidance, or performing actions to resolve technical issues. This may involve configuring software settings, performing system updates, reinstalling software, or repairing hardware components.To interface with customer for all CSRs internal and external. • Identifying and diagnosing technical problems reported by end-users. This involves asking appropriate questions to gather information, conducting research, and utilizing troubleshooting techniques to isolate the root cause of the issue. • Delivering exceptional customer service by actively listening to end-users, empathizing with their frustrations, and maintaining a professional and courteous manner throughout the support interaction. • Accurately documenting all support interactions, including details of reported issues, troubleshooting steps taken, and resolutions provided.• Utilizing remote support tools (Director,Bomgar,VSphere) and technologies to assist end-users remotely. This involves connecting to end-users' devices to diagnose and resolve issues, providing instructions over the phone or through chat, or utilizing remote desktop control to troubleshoot problems.Coordination with customer/partner SPOC for all technical aspects.

Technical Support responsibilities include resolving technical issues associated with a product or service to provide immediate support.• Troubleshoots, diagnoses network problems as L1 support.• Performed initial analysis of 100+ Network issues while resolving and escalating as needed to ensure business operations productivity.• Handling daily queries and work with customers having data and call related issues in their network.• Guiding the customers for paying bills and payment related issues.• Maintenance of customer problems with patience and understanding.• Being the first level of support who takes corrective action procedures and handle the customer issue also escalating the issue to the particular department.• Strong technical and analytical skills. • Needs to resolve the issue by booking an technician and replacing or installing the softwareinstallations or hardware issues with the incident created. Also credits or refunds to be processed for the customer satisfactory.• Live person conversation tool used for communication with the customers and Natama for troubleshooting the queries.• Providing dynamic/static Ipv4 address if required.• IMAP, POP mail configurations.