Executive/Sr. Executive - IT Support Job in Gurgaon at Stemz Healthcare

Stemz Healthcare is hiring for the role of Executive/Sr. Executive - IT Support!

Responsibilities of the Candidate: 

• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Talk through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue
• Escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged and documented
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships with everyone within the organisation

Requirements:

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role
• Hands-on experience with Windows/Linux/Mac OS environments and a good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software (eg. Zendesk)
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• BS degree in Information Technology, Computer Science, or relevant field
• Additional certification in Microsoft, Linux, Cisco, or similar technologies is a plus
• General understanding of networking/LAN/WAN/DMZ concepts
• Ability to read and understand .NET code for diagnosis, escalation
• Experience with Agile development methodologies or consumer-facing application development is desirable
• Fluency in written and spoken English
• Familiarity with scheduled jobs and job monitoring tools such as Control-M
• Management and maintenance of multiple applications including software, hardware, and websites
• Attention to detail always
• Knowledge of troubleshooting tools and techniques related to networks and systems i.e. remote access tools, Windows Support tools, connectivity tests, etc
• In-depth knowledge of Stored Procedures, SSIS and Data Transformation Services
• Familiarity with SQL DBMS interface and integrated tools
• Creation of simple queries, running pre-defined scripts, configuration, security, and interpreting logs
• General understanding of various IT security concepts as they relate to production environments
• Periodic on-call support/availability may be required, in a follow-the-sun support model (possibly)