Service Desk technician-L2 Jobs in Hyderabad - Milestone Technologies

Service Desk technician-L2

Milestone Technologies

3 to 3+ Years

Not disclosed

Expired

Posted: 17 Jun 21

Job Description

Overview

Milestone Technologies is a top provider of IT support services and shared services for leading internet, social media, enterprise software, and biopharmaceutical companies. These customers are household names and Global 50 players â an impressive logo list!

Milestone Technologies is seeking an experienced Service desk Technician-L2 to join our Support team.

Service Desk L2 - 3 Nos (3-5 Yrs Exp with Desktop +Voice+Basic Server+Networking)

Responsibilities

Identify and diagnose issues and problems reported by end users for Desktop and Voice and provide on call resolutions (FCR)
Basic troubleshooting for Networking and Server devices.
Record, classify and track new Incidents and service requests, and moving them into the correct resolver groups. Ensure all incidents/service request are processed within the customer SLA for resolution and response time
Must understand ITIL and experience in Incident Management and tools like BMC Remedy, JIRA or Service Now.
Skills to fix Level 1 issues related to Desktop and Cisco Voice.
Work with Multiple stake holders in following up on the status of Incidents (P1, P2, P3) and service requests
Provide Service Request assistance for end users like Password Resets, Microsoft office assistance etc..
Measure and record KPIâs
Report generation and analysis
Good communication skills

Qualifications