IT System Analyst

RVS iGlobal is currently looking for IT System Engineers (L1) to support the growing demand of tech support queries coming on to our Network Operations Centre in Jammu. This role will be responsible for working on technical issues based around servers, desktops, firewalls, networks, cloud services, etc. in various corporate LAN environments based in the USA, UK, and Europe.

Position: IT System Engineer (L1)

Industry Type: IT Services & Consulting

Employment Type: Full Time

Role Category: Technical Support

Job Location: Jammu (On-Site)

Education: UG: Any Graduate, B. Tech/B.E. in E&C, CS, IT

Who are we:

RVS iGlobal is a White Label Tech support company providing technical support to mid-sized and large-sized IT businesses around the world 24x7x365. Our customers are generally Tech Providers, Managed Service Providers, IT Service Providers, Cloud Service Providers, and SAAS vendors around the globe.

We are abreast of the existing business model and capable of providing pure White Label Services with flexible pricing. We guarantee at least 50% cost savings without compromising service standards and quality. Our customers are spread across the USA from LA to New York, Europe from London to Frankfurt, and Asia from Dubai to Singapore. We are accoladed for providing world-class services to our clients from our Technical Operations center located in London and in India with top-notch infrastructure facilities such as high-speed internet, redundant power, and smart workspaces. Our team comprises highly trained certified professionals who are not only IT Engineers but also hold either MCITP, RHCE, or CCNA along with years of professional experience in the industry.

Our flexibility and our understanding of your business are the keys. We don’t have our SLAs. Our White Label Service means that we follow your business SLAs, standards, and procedures to provide seamless and smooth services to the end-users.

Requirements

• Bachelor’s Degree in Information Technology (or related technical discipline).
  
• Freshers can be considered and it will be great in case of 1-3 years of relevant experience in L1 technical customer support (voice and email), with a strong customer interaction experience.
  
• Passion to be a part of a hard-working and winning team.
  
• Willing to work in a 24x7 environment and provide weekend coverage, if needed.
  
• Ability to multitask in a fast-paced environment.
  
• Excellent ability to learn and articulate software-related and technical concepts.
  
• Strong active listening skills and excellent written and oral communication skills.
  
• Excellent Customer Service Orientation.
  
• Strong attention to detail when communicating with customers (verbal & written).
  
• Ability to empathize with customers and convey confidence.
  
• Expertise in working with Microsoft Excel.
  
• Extensive Network knowledge.
  
• Familiarity with Windows Server 2016/2019/2022.
  
• Familiarity with cloud technologies like Office365, Google Suite, and Azure platform.
  

Job Responsibilities:

·         First and all subsequent contact with the customer.

·         24*7 support via phone and email.

·         Basic Level 1 troubleshooting, redirect to L2/L3 as required.

·         Search the knowledge base to verify if reported problems are already known issues with a defined resolution plan.

·         Impact analysis with the accurate classification of reported issues to ensure appropriate prioritization.

·         Replication of the reported issue in an appropriate customer environment.

·         Initial triage to isolate unsupported 3rd party issues from the potential root cause.

·         Information gathering to ensure complete availability of details required for root cause analysis.

·         Provision of technical resolution or problem workaround.

·         Problem routing/escalation to second/third level support or third parties where required.

Desired Candidate Profile:

• Freshers (any IT Graduate) with a good understanding of computer networks and desktop-level troubleshooting techniques.

• Should be ready to work in a 24/7 work environment.

• Excellent communication skills to communicate with international clients.

• Good probing skills & Analytical skills would be an added advantage.

• Good knowledge of Microsoft tools like Word, Excel, PowerPoint, etc.

• Above average knowledge of network tools LAN & WAN.

Benefits:

• Annual Bonus

• Provident Fund

• Performance bonuses

• Employee's State Insurance Corporation

• Medical Insurance

• Night Allowances

• Pick and Drop facilities (Only for Female Staff)

• Day outs for Staff

• Team Lunches

• Maternity/Paternity leaves

• Retirement Benefits

• National and International tour packages after successful completion of service as per company policies

• Paid Time Off

• Flexible work schedules and workplace perks like on-site snacks

• Flexible working