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Country/Region:  IN
Requisition ID:  23789
Work Model: 
Position Type: 
Salary Range: 
Location:  INDIA - MUMBAI - BIRLASOFT OFFICE

Title:  Tool Support

Description: 

Area(s) of responsibility

About us : Birlasoft, a global leader at the forefront of Cloud, AI, and Digital technologies, seamlessly blends domain expertise with enterprise solutions. The company’s consultative and design-thinking approach empowers societies worldwide, enhancing the efficiency and productivity of businesses. Under the visionary leadership of Chairman Mrs. Amita Birla, Birlasoft, comprising over 12,000 professionals, is committed to driving digital transformation. With superior experience in chosen verticals, the company delivers cutting-edge technology solutions, shaping sustainable communities. Explore the innovation at www.birlasoft.com.


Help Desk Support
•    Responsibilities:
•    Serve as the first point of contact for users experiencing technical issues.
•    Provide basic troubleshooting and resolve common problems.
•    Escalate complex issues to higher support levels if necessary.
•    Maintain records of user issues and resolutions.

2. Desktop Support
•    Responsibilities:
•    Install, configure, and maintain desktop computers and peripherals.
•    Troubleshoot hardware and software issues on desktop systems.
•    Assist with software installations and updates.
•    Provide user training and support for desktop applications.

3. Network Support
•    Responsibilities:
•    Manage and troubleshoot network-related issues.
•    Monitor network performance and ensure network security.
•    Configure and maintain network devices such as routers and switches.
•    Assist with network setup and expansion projects.

4. Application Support
•    Responsibilities:
•    Provide support for software applications used within the organization.
•    Troubleshoot application-related issues and provide solutions.
•    Assist with software deployment and updates.
•    Work with software vendors to resolve complex issues.

5. Tiered Support Levels
•    Tier 0 (Self-help): Users access self-service resources like FAQs and knowledge bases.
•    Tier 1 (Basic Support): Handle simple issues and provide basic troubleshooting.
•    Tier 2 (In-depth Support): Address more complex technical problems requiring specialized knowledge.
•    Tier 3 (Expert Support): Provide advanced support for critical issues and work closely with developers.
•    Tier 4 (External Support): Engage external vendors or specialists for issues beyond the organization's capabilities
 

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