344 IT Support Technician jobs in Chennai

**Title**:
IT Customer Support Technician

**Title**:
IT Customer Support Technician

**Core Role and Responsibilities**:
Provides first line (Tier 1) IT technical support to end users for account administration, distribution of software and documentation, system/network status, and problem entry, via problem ITSM tracking tool. With high availability time and outstanding verbal skills, answers incoming phone calls, responding to technical questions and performing minor troubleshooting regarding use and identification of computer hardware and software or security administration. Monitors high traffic ticket queue to work towards, and meet, defined team Service Levels. Leveraging excellent written skills, collects and documents necessary information for issue escalation as necessary to appropriate support teams. Supports and is responsive to assist peers and lower-skilled employees as a part of a collaborative team effort.

**Essential Job Functions**:

- Performs the assignments in the form of objectives with goals and process to meet goals outline. Applies job skills and company policies to complete a wide range of tasks.
- Works on issues that may be complex in nature, where judgment is resolving problems and making routine recommendations, using all resources and tools available to you.
- Provides first contact resolution technical support via incoming phone calls, to customers with questions regarding account administration, distribution or issues with hardware, software, and security administration. All information reported is well documented within the ITSM tracking tool. To meet agreed upon objectives, 90% of all incoming calls should be answered within 20 seconds, requiring high availability time during your given shift.
- Monitors high traffic ticket queue within the ITSM tracking tool, to work towards, and meet, defined team Service Levels. Incident Service Levels are defined and tracked for team and individual performance results.
- Interacts daily with supervisor, peer groups, and customers, professionally. All interactions involve exchange or presentation of **empathy**.
- Requires only general supervision and guidance. Normally receives no instruction on routine work and little instruction is needed on new assignments or tasks, aside from basic training provided.
- Works independently with customers to provide customized solutions utilizing standard software products and approved process guidelines.
- Bring forward ideas, including one Tier 0 automation process, to innovate the Service Desk as a whole and remain relevant throughout constant demand and change.
- Works independently, and as a team, to maintain knowledge base. General requirement to create 12 new documented processes, or edit/update legacy processes, each year.
- Rotationally leveraged as a support coordinator to assist with high call and ticket traffic, major incidents, and general administration for assisting other Service Desk peers.
- Using dashboards provided to you, stay on top of individual KPI’s and reporting, to ensure performance expectations are met.
- Demonstrates the desire to learn and work toward continued self-improvement. Completion of 10 hours of offsite or on the job training should be completed each quarter.

**This position description does not include every duty or responsibility the employee may be asked to perform and nothing in this job description restricts managements’ right to assign or reassign duties and responsibilities to this position at any time as circumstances dictate.**

**Special Skills/Requirements**:

- Work toward Help Desk Institute Customer Support certification
- Work toward Dell Certification
- Work toward MCSA (Current Windows Desktop Version) Certification desired
- ITIL 4 Foundation Certification within first 12 months of employment desired
- Excellent verbal and written communication

**Work Conditions/Environment**:

- This position is considered hybrid, where in office visits, if near a KBR major property location, is possible. Otherwise, working remotely is defined as acceptable, upon manager approval.
- Support assigned tasks during non-core business hours, weekends and holidays, if necessary, as this is a 24x7x365 Global Service Desk.

**Success Factors**:

- Demonstrates ability to reliably provide first contact resolution technical support to customers, leveraging excellent verbal and written communication and **empathy**.
- Can answer complex technical issues when dealing with customer issues and with the tools provided.
- Contributes to the team discussion to expand the knowledge of the group and brings forward new ideas to improve the overall success of the Service Desk.
- Performance of job responsibilities is expected be able to do so with little to no instruction while following established guidelines, procedures, policies, and industry best practices.
- Demonstrates the knowledge, experience, and patience to handle unusual and seldom occurring events.
- Demonstrates ability to both provide and receive cons

**Position Type**:
Full time
**Type Of Hire**:
Experienced (relevant combo of work and education)
**Education Desired**:
General Equivalency Diploma
**Travel Percentage**:
1 - 5%

GENERAL DUTIES & RESPONSIBILITIES
- Maintains scheduling system and new/improved work procedures for processing environment.
- Researches and resolves user problems as well as issues and problems with software systems, operations processing and assigned processing environments.
- Makes effective use of tools and resources, such as DDF, BBI, Control, TSO/ISPF, OMEGAMON, Netstat, Connex, Netview, PCS, MICALL, etc. to solve the problem. Makes effective use of tools and resources, such as ITO Message Browser, TSO/ISPF, What's UP Gold, Glance Plus, Voiceplan, ECS/Control, Networker, ADSM, pcANYWHERE, ACSLS, etc. to solve open systems production or system problems. Utilizes manuals, write-ups and other tools as an aid in solving problems. Contacts others who are experienced in the area for problem solution ideas. Contributes to the body of knowledge by adding solutions and other information that would be useful to others.
- Follows escalation procedures when appropriate to resolve processing problems and user problems in a timely manner and meet service levels and other standards for the job.
- Analyzes and implements changes or additions to software systems and operations procedures.
- Trains internal customers (employees) on changes, new systems or new procedures.
- May identify new tools, technology or processes that improve overall processing environment or processing efficiency.
- Assists in defining external and internal customer problems and needs. Discusses expectations with customers. May explain solutions directly to customers where appropriate.
- Maintains operations support disaster recovery/business continuity plans for assigned processing environments. Coordinates and conducts disaster recovery testing as required, documents test results and documents modifications required for future testing.
- Typically supports production environments but may support only non-production environments.
- Completes project assignments and special projects commensurate with job expectations.
- Other related duties assigned as needed.

EDUCATION REQUIREMENTS
High school diploma or GED
GENERAL KNOWLEDGE, SKILLS & ABILITIES
- Knowledge of company software products
- Knowledge of mainframe and/or open systems operating systems
- Ability to effectively use production control tools and resources for mainframe and/or open system processing environments
- Excellent customer service skills that build high levels of customer satisfaction for internal and external customers
- Excellent verbal and written communication skills to technical and non-technical audiences of various levels of the organization or that of clients, e.g., executive, management, individual contributors
- Willingly shares relevant technical and/or industry knowledge and expertise to other resources
- Excellent problem-solving, team and time management skills
- Is resourceful and proactive in gathering information and sharing ideas

FIS JOB LEVEL DESCRIPTION
Entry level role. Basic skills with moderate level of proficiency. Has general understanding of processes, tools and practices in one or more technical processing environments. Generally performs single-function tasks that tend to be of small to moderate size and scope. Works under close to moderate supervision with limited latitude for independent judgment. Consults with senior peers on non-complex projects to learn through experience. Typically requires up to three years of production/operations support or computer operations experience.

**Privacy Statement**

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

**Sourcing Model**

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

pridepass

Troubleshoots and diagnoses technical issues.
- Assesses and understands user needs and recommends technical fixes.
- Installs new programs, manages updates, and provides technical support.
- Sets up computer hardware systems, installs and upgrades software, and troubleshoots basic IT issues.
- Addresses user tickets related to hardware, software, and networking issues.
- Manages, maintains, and upgrades computer systems and peripherals.
- Trains users on basic hardware and software usage

**Job Types**: Full-time, Permanent

Pay: ₹15,000.00 - ₹25,000.00 per month

**Benefits**:

- Health insurance
- Provident Fund

Shift:

- Day shift
- Rotational shift

Work Days:

- Monday to Friday
- Weekend availability

Work Location: In person