[New Job Vacancy] Desktop Support Technician II job in RealPage, (Hyderabad, Telangana) – Jobs in Hyderabad, Telangana

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Job Opening details:-
Company Name :-
RealPage
Position Name :-
Desktop Support Technician II
Company Location :-
Hyderabad, Telangana
Job Category :-
Jobs in Hyderabad

Full Job Description :-
WHO WE ARE:

RealPage is changing the technology real estate industry and our teammates know how to think big and leave their mark. If you want to join a globally progressive and inclusive company devoted to excellence, we are looking for you!
We are the leading global provider of software and data analytics to the real estate industry. We navigate clients toward the right decisions with data and technology insights they can only get from RealPage. Serving our clients is our highest priority and RealPage teammates are our greatest asset.
Come join a team where your work makes an impact every day!
ABOUT THE TEAM:

SmartSource IT is a Managed Services Provider offering IT support ranging from Desktop and Network support, On-Site dispatches, Hosting, and Microsoft Cloud Solutions Suite. The Desktop Support II will be responsible for responding to Tier I, II Service Desk requests through phone or email, participate in the call queue to triage and route incoming support calls, and perform ticket coordination, while providing excellent customer service. This role will work closely with other support regions and teams to help provide support to over 30 Property Management clients and maintain client SLA’s and KPIs.
WHAT YOUâLL DO:

In this role, you will be responsible for triaging and providing remote Tier I and/or Tier II support via telephone, email, and various support tools to ensure customer resolution for break fix and service requests within established SLAs.
PRIMARY RESPONSIBILITIES:
Provide excellent customer service while providing timely first call resolution and remote assistance to all SmartSource IT (SSIT) clients in accordance with clients’ Service Level Agreements
Responsibilities include but are not limited to answering and routing service desk calls, user account provisioning, password resets, and assisting users with troubleshooting issues for connectivity and email
Demonstrate strong documentation skills as it pertains to tracking, detailing, and explaining troubleshooting steps logged in the ticketing system to route the tickets to the appropriate levels
Responsible for maintaining and hitting targets for KPIs and Metrics such as Speed to answer, Average handling time, SLAs, and First Call Resolution (FCR), as well as other department metrics
Establish and maintain a positive professional relationship with users and clients as well as interdepartmental functions
Follow instructions and technical guidelines using standard operating procedure (SOP) documents.
Responsible for updating existing SOPs and documentation in the SSIT Knowledge Base
Collaborate with other team members and departments to facilitate delivery of support to clients
Document all notes within business toolsets and ticketing systems
Test fixes to ensure problems have been adequately resolved
Participate in after hours on call rotation
Additional duties as assigned

REQUIRED KNOWLEDGE/SKILLS/ABILITIES:

The ideal candidate should have experience and have proficiency in the following areas:
Minimum of 3 – 4 years in a Helpdesk or Technical Customer Support role providing support to US clients
Strong Proficiency in the English language, verbal and written
Resourceful with finding solutions to problems, and working knowledge of Microsoft Office Products
Required Knowledge: PC Basics, Advanced knowledge of Windows 7 and Windows 10 OS, Office 365, Anti-Virus/End Point Security, Basic Networking Principles (Wireless & Wired) Desktop Images, Desktop Deployments and MDT, MDM
Preferred Knowledge: Microsoft Cloud Services (Azure, Intune, SharePoint, OneNote and OneDrive), MAC OS, iPhone, iPad troubleshooting.
The desire and ability to grow and improve technical skills daily.
Strong customer service skills and be able to communicate and explain issues clearly to clients
Be able to work independently and self-motivated or within a team environment
Detail Oriented & Top-notch organizational skills
Demonstrated patience and overall courteous behavior when working with internal and external customers, including vendors
Flexibility with shift schedules (Night shift)
Self-motivated and able to follow procedures and instructions

PREFERRED KNOWLEDGE/SKILLS/ABILITIES:
Minimum of 3 – 4 years in a Helpdesk or Technical Customer Support role providing support to US clients
Strong Proficiency in the English language, verbal and written
Resourceful with finding solutions to problems, and working knowledge of Microsoft Office Products
Required Knowledge: PC Basics, Advanced knowledge of Windows 7 and Windows 10 OS, Office 365, Anti-Virus/End Point Security, Basic Networking Principles (Wireless & Wired) Desktop Images, Desktop Deployments and MDT, MDM
Preferred Knowledge: Microsoft Cloud Services (Azure, Intune, SharePoint, OneNote and OneDrive), MAC OS, iPhone, iPad troubleshooting.
The desire and ability to grow and improve technical skills daily.
Strong customer service skills and be able to communicate and explain issues clearly to clients
Be able to work independently and self-motivated or within a team environment
Detail Oriented & Top-notch organizational skills
Demonstrated patience and overall courteous behavior when working with internal and external customers, including vendors
Flexibility with shift schedules (Night shift)
Self-motivated and able to follow procedures and instructions
WHAT WE OFFER:

At RealPage, we’re always looking for talented professionals who thrive in a learning work environment that continually supports individual greatness. We foster a culture of innovation and creativity. It is the things you do that bring out the best of you and RealPage.
RealPage considers qualified applicants without regard to gender, sexual orientation, gender identity, religion, race, national origin, age, veteran, or disability status. We celebrate diversity and are committed to building an inclusive work environment where all teammates feel a sense of belonging while bringing their authentic self to the table and being valued for it.

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