Usage of Conventional AI
Virtusa utilizes Artificial Intelligence (AI) technology for the purpose of conducting candidate pre-employment assessments. This AI may include both text-based and voice-based functionalities. The AI technology will have access to the data that you upload or provide during your interaction with the AI bot and will use such data solely for the purpose of performing assessment in accordance with Virtusa policies and practices. The AI is not used to substantially assist or replace discretionary employment decisions. Read our full employee privacy policy here.
Job description
Serve as the first point of contact for users seeking technical assistance at the Tech Bar; diagnose and resolve hardware and software issues on laptops, desktops, and mobile devices; provide support for operating systems, applications, and network-related problems; assist users with setting up and configuring IT equipment; log and manage incidents and service requests using the IT service management system; escalate complex issues to 2nd Line Support or relevant teams as necessary
Maintain a high level of customer service and ensure timely resolution of user issues; educate users on best practices and provide guidance on IT-related queries ,making sure all AV technologies are working and report any issues
Keep up-to-date with the latest technology trends and updates; participate in team meetings and contribute to continuous improvement initiatives, working closely with our supervisory team to ensure service levels meet and exceed business requirements; work as part of a technology team and successfully manage your own tasks according to the larger needs of the business; internal and external stakeholder management, ensuring issues are resolved within a timely manner; create knowledge articles and processes to support the business; run new customer inductions bi-weekly and keep the induction slides up to date; creation and decommission of customer accounts (JML); clear and timely communication
Proven experience in a customer-facing IT support role; strong knowledge of Windows and macOS operating systems; proven experience in SQL; familiarity with common software applications and troubleshooting techniques; basic understanding of networking principles and IT infrastructure; excellent problem-solving and communication skills; ability to work independently and as part of a team; strong organizational skills and attention to detail; relevant IT certifications (e.g., CompTIA A+, ITIL) are a plus; insurance industry experience; understanding of automation technologies
Qualification
Serve as the first point of contact for users seeking technical assistance at the Tech Bar; diagnose and resolve hardware and software issues on laptops, desktops, and mobile devices; provide support for operating systems, applications, and network-related problems; assist users with setting up and configuring IT equipment; log and manage incidents and service requests using the IT service management system; escalate complex issues to 2nd Line Support or relevant teams as necessary
Maintain a high level of customer service and ensure timely resolution of user issues; educate users on best practices and provide guidance on IT-related queries ,making sure all AV technologies are working and report any issues
Keep up-to-date with the latest technology trends and updates; participate in team meetings and contribute to continuous improvement initiatives, working closely with our supervisory team to ensure service levels meet and exceed business requirements; work as part of a technology team and successfully manage your own tasks according to the larger needs of the business; internal and external stakeholder management, ensuring issues are resolved within a timely manner; create knowledge articles and processes to support the business; run new customer inductions bi-weekly and keep the induction slides up to date; creation and decommission of customer accounts (JML); clear and timely communication
Proven experience in a customer-facing IT support role; strong knowledge of Windows and macOS operating systems; proven experience in SQL; familiarity with common software applications and troubleshooting techniques; basic understanding of networking principles and IT infrastructure; excellent problem-solving and communication skills; ability to work independently and as part of a team; strong organizational skills and attention to detail; relevant IT certifications (e.g., CompTIA A+, ITIL) are a plus; insurance industry experience; understanding of automation technologies
Key job details
About Virtusa
Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 30,000 people globally that cares about your growth — one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.
Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.
Virtusa is an Equal Opportunity Employer. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state or local law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government-issued ID during each interview. All candidates must be authorized to work in the USA.
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