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CGI - Off Campus Drive

Associate Systems Engineer

Experience: 0 - 0 Years

Qualification: Bachelor's Degree

Job Location: Across India

Updated On: 3/22/2021

Last Date: 4/30/2021

Position Description:

General IT Infrastructure Systems Administration work focuses on installation, configuration, and maintenance of IT systems software and hardware for multi-user server computers and/or personal computing devices including 

  • Meeting end-user needs by ensuring the uptime, performance, resource availability, and security of the computers managed within established budgets and operational guidelines 
  • Acquiring, installing, and upgrading computer components and software and planning for/responding to service outages and other problems 
  • Automating routine tasks using scripting and writing basic computer programs to address more complex systems software configuration and enhancement


Duties & Responsibilities:

  • Respond to requests for technical assistance by following prescribed procedures.
  • The research reported incidents using available information sources and tools. Diagnose, triage and resolve hardware, software, applications, or basic network-related incidents
  • Log all contacts and document all the activities and results accurately and completely within the incident management tool.
  • Assign unresolved tickets to the appropriate support team.
  • Proactively monitor, follow up and expedite the resolution of assigned and pending tickets.
  • Identify and escalate tickets requiring urgent attention and action.
  • Stay current with system information, changes and updates.
  • Adhere to work schedules, attendance and leave policies. Expected to work in a 24/7 environment on rotational shifts
  • Comply with CGI and Client’s IS/IT policies, code of conduct and quality standards participate in the recruitment process for initial member screening
  • Excellent speaking and writing skills in English with a neutral accent, correct grammar and syntax
  • Knowledge of customer service principles and practices, ITIL and ITSM
  • Knowledge of IT applications, systems and networks
  • Experience in handling technical support for an international organization
  • Problem analysis and solving
  • Learning, adaptability and attention to detail
  • Ability to type while handling customer contact
  • Tolerance to stress, performance-driven and continuously improving


Required Qualifications:

Worked as Service Desk / Helpdesk support technician as Level 1 technicians within his/her team, handling calls in for an international / Global client (preferred North American/ European experience).


Skills:

  • Communication (Oral/Written)
  • Customer Service & Support
  • Problem Solving/DecisionMaking

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