DRSC GlobalCore IT Specialist

Excellent knowledge of Microsoft Technologies such as Outlook, Microsoft O365, working and
troubleshooting experience in Hybrid Environment of On Prem and Exchange Online

Knowledge of Active Directory such as password reset, Account management, Mailbox and DL
management

Good to have experience in working on MS Teams, One Note and One Drive for Business, knowledge of
Windows Azure functionality for Mobile Device Management will be added advantage

Exceptional knowledge of performance optimization of Windows laptops, including reconfiguration,
maintenance and/or upgrades

Should possess most updated Knowledge Smartphone OS such as Android and iOS, Email sync on PDA,
Hotspot configuration and troubleshooting

Should provide technical resolution or troubleshooting to the Customers for laptop, printer, MFD and
other hardware peripherals

What we need

Use the right tools & knowledge, provide quality service and stay current on support changes

Treat customers with courtesy and respect by following our Quality Guidelines

Follow established process, procedures and member firm polices while maintaining compliance

Stay current on new deployments and system updates.

Report potential call drivers to leadership

Meet provided KPIs – FCR, Schedule Adherence, Quality, CSAT

Contribute to Knowledge Database and process improvements

Support Firm Emergency processes

Maximize availability to support inbound contacts

Appropriate handling of contact through following knowledge to transfer/escalate to the correct groups

Follow guidelines for handling Personally Identifiable Information (PII), confidential and sensitive
information

Take initiative and own your career

Stay current on the tools used to support our customers

Requirements

Minimum of 1 to 4 years of Call Center experience

Any Bachelor’s degree

Excellent command of English (Read, Write, Speak)

Excellent interpersonal and communication skills, business acumen, the ability to adapt to change and experience in contact center tools

Knowledge of Networking and Internet connectivity issues for desktop & portable systems is a must

Knowledge of MS Office including Outlook

Knowledge of computer hardware and software

Knowledge of operating systems like Windows and Mac.

Knowledge of network and internet.

Ability to perform under pressure