Analyst (Support & Operations)

Bengaluru, Karnataka

Job Summary

• *Job Summary:**

We are seeking a highly experienced Level 1 Endpoint Security Engineer specializing in Encryption technologies, particularly Microsoft BitLocker. The candidate will be responsible for designing, implementing, and managing enterprise\-wide encryption solutions to ensure data protection, compliance, and endpoint security posture

Key Responsibilities

1\. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.

2\. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.

3\. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.

4\. To maintain high login Efficiency (Availability) for customers.

5\. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.

6\. Work on value adding activities such Knowledge base update \& self development.

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