**Overview** Title Associate L2 Skills (must have) • B. Tech or other graduation in Information and technology degree is must. • Team handling experience is a must. • ITIL process knowledge • MCP certification • 24/7 environment support model. • Minimum 3 years’ experience in information technology or technical support • Good understanding of software/hardware platforms, OS, Network and voice infrastructure • Working knowledge of security software options and functionality preferred • Strong communication, interpersonal and analytical skills to effectively communicate with all levels of employees. Excellent multitasking skills. • Familiarity with remote desktop applications and help desk software (eg. Bomgar) • Ability to work in fast paced self-directed environment Extensive familiarity with Windows operating systems and MS Office products Skills (good to have) • ServiceNow knowledge • Good at handling Escalations (1 year relevant exp) • Outstanding customer service skills and dedication to providing exceptional customer care. • Must be self-motivator and self-starter. • Exceptional listening and analytical skills • Additional certification in Microsoft, Cisco or similar technologies is a plus • Good hands on exp on Excel. Ability to analyse the services trends. (Ability to main customer satisfaction) Responsibilities • Taking ownership of customer issues reported and seeing problems through to resolution • Asking customers specific questions for quickly understanding the root of problems • Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams • Ensure all issues are properly logged and tracked till closure. • Follow up with clients to ensure their IT systems are fully functional after troubleshooting • Prioritizing and managing several unresolved problems at the same time • Communicating clients through various channels (e.g. phone, email, chat) until their technical issues get resolved • Document technical knowledge and updates in the form of IT/Customer notes in ticket.