Technical Support Executive / Application Support Executive Job in Fastrax Infotech

• Min Exp. Required 3+ years
• No. of Positions 02 Positions
• Locations Ahmedabad

Shift

6:30 PM To 3:30 AM

Position Summary:

The First-Level Application Support Technician position is the initial contact for troubleshooting software,
hardware, and peripheral problems. The technician must provide routine and emergency support to end
users on a variety of issues. Responsibilities for the position include training, identifying, researching, and
resolving user interface questions and documenting, tracking, and monitoring problems to ensure timely
resolution. The ability to recognize and escalate priority issues and translate technical terms into nontechnical language is critical to this role s success. The technician must exercise independent judgment,
as well as be a team player.

Software/hardware supported is a Windows/Browser-based point of sale and back-office suite designed
for retail environments

Must Have:

• Answer user questions in person, phone, and ticket system on all company-supported ticketing systems/applications.
• Research user questions using available information resources and advise users on appropriate courses of action.
• Investigate user problems, identify their source, determine possible solutions, test, implement, and document resolutions for future reference.
• Install, configure, and maintain user hardware and peripherals with relevant applications.
• Diagnose and resolve technical hardware and software issues.
• Assist in the maintenance of servers and other related equipment, devices, and systems.
• Perform software and hardware installations and upgrades.
• Learn fundamental operations of commonly used software, hardware, and other equipment.
• Follow standard Help Desk operating procedures; accurately log all Help Desk contacts using call ticketing software.
• Understand the complexity and interdependencies of the various systems, applications, and infrastructure deployed to support information technology services.

NICE TO HAVE:

• Minimum 3 years of experience as a Technical Support Executing in providing technical support over the phone to US/UK based customers.
• Ability to build rapport and elicit problem details from help desk customers.
• In-depth knowledge of Microsoft Operating systems, including Windows 7/8/10, Windows Server 2008/2012.
• Database understanding with MS SQL/MY SQL.
• Demonstrate interpersonal skills and abilities, particularly the ability to communicate technical information to non-technical personnel.
• Skills at organizing resources and establishing priorities.
• Knowledge of computing and networking hardware and peripheral equipment.
• Ability to learn, install, configure, and maintain various computer system hardware and software.