IT Support Analyst

Company

Qualcomm India Private Limited

Job Area

Information Technology Group, Information Technology Group > IT Support Analyst

General Summary

Job Responsibilities:

Candidate will be required to work different shifts Provide first level technical support with an emphasis on customer service for PC, Linux, UNIX, networking, enterprise applications and printer problems

Act as central point of contact for peripherals and office systems technologies such as e-mail clients, broadband access, remote access methods, software-based firewalls, virus scanning software for Qualcomm's employees worldwide

Answer incoming customer phone calls and e-mail while providing superior customer service

Responsible for the ownership of incident creation, resolution and closure

Utilize current problem and knowledge management software in accordance with standard operating procedures to track all inbound calls, e-mails and service requests

Actively listen to each customer’s request; confirm an understanding of the issue, diagnose the problem and provide an accurate solution

Document all call information including troubleshooting steps that pertain to a successful resolution and closure of the customers issue

Utilize basic networking functions and support for e-mail clients is essential

Minimum Qualifications

• High School Diploma or equivalent.
• 1+ year of experience in IT, Engineering Support, or related area.
• 1+ year of experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging).
  
  
  

Physical Requirements

• Frequently transports between offices, buildings, and campuses up to 2 miles.
• Frequently transports and installs equipment up to 40 lbs.
  
  
  

Good verbal and written communications skills

Must be able to enunciate clearly over the telephone

Must be able to interpret a customers' needs, communicate clearly and concisely via e-mail; have outstanding customer service skills, excellent troubleshooting skills and the drive to assume more responsibilities

Minimum of two years practical experience in the computing industry and corporate service-desk computing environment

7/365 availability is required. 24x7 shift model

Good troubleshooting skills in Windows 10 O/S, MS Office tools, Mail Client (Outlook), Printers and basic networking

Requires experience with two or more of the following: Windows based OS's and basics of UNIX or Linux operating system

Preferred Qualifications

Bachelor’s degree required

Minimum 2 years of help-desk support experience with computer hardware, software, and networks preferred and preferrably in Service Desk environment

Customer service, technical training and/or industry standard certifications preferred

Contact Center experience will be a plus

Applicants: Qualcomm is an equal opportunity employer. If you are an individual with a disability and need an accommodation during the application/hiring process, rest assured that Qualcomm is committed to providing an accessible process. You may e-mail disability-accomodations@qualcomm.com or call Qualcomm's toll-free number found here. Upon request, Qualcomm will provide reasonable accommodations to support individuals with disabilities to be able participate in the hiring process. Qualcomm is also committed to making our workplace accessible for individuals with disabilities. (Keep in mind that this email address is used to provide reasonable accommodations for individuals with disabilities. We will not respond here to requests for updates on applications or resume inquiries).

Qualcomm expects its employees to abide by all applicable policies and procedures, including but not limited to security and other requirements regarding protection of Company confidential information and other confidential and/or proprietary information, to the extent those requirements are permissible under applicable law.

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If you would like more information about this role, please contact Qualcomm Careers.

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