CMS Computers Limited is hiring Technical Support - IT Helpdesk
Founded as Computer Maintenance and Services Company in 1976, CMS Computers Limited is a pioneer and leader in the Indian ICT industry. With more than 4000 employees spread across over 100 locations in India, CMS Computers is adding value to every industry through its products, services and offerings.
Education : B.Tech/ MCA/ M.Sc. in Computer Science or Science Graduate with PG Diploma in Computer Sc. or higher from a recognized university Experience : Minimum 1 year experience in similar job in any data centre.
Knowledge of operating systems i.e. Windows (all server versions), Red Hat Linux and Red Hat Advance Server etc. Knowledge of clustering technology (Linux & Windows), basic knowledge of backup operations. Knowledge of Networking protocols such as FTP, HTTP, HTTPS, SSH, DNS etc. Work experience on CA Service-desk. Should have good communication skills.
Location : Delhi / Pune / Hyderabad Requirement Type : Full Time
The help desk service will serve for all ICT related incidents and service requests. The service will provide a Single Point of Contact (SPOC) and also resolution of all the incidents with root cause analysis that may arise during the Operations phase. The team should have adequate knowledge to resolve basic problems on their own. If a person or team is not able to resolve the problem within stipulated time frame then needs to escalate accordingly to the concerned user/administrator. This helpdesk system should align with ITIL based incident and problem management applications.
The Help Desk shall undertake the following activities:
Log issues / complaints related to ICT infrastructure at the Data Centre under the scope of work and issue an ID number against the issue / complaint in the CA service-desk.
Assign severity level to each issue / complaint so as to maintain categorization and differentiate the criticality of the incident via the priority levels, severity levels and impact levels.
Track each issue / complaint to resolution. Provide feedback to the callers. Analyze the issue / complaint statistics. Escalate the problems to the 3rd party Vendors / concerned Service in-charge if necessary as per defined escalation matrix.
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We are looking for immediate joiner start from 1st Feb 2017. Those who have 60/90 days Notice period please do not apply.