Amit Singh

Experience

• 

  Micropoint Computers Pvt Ltd

  Sept 2022 - Feb 2024

  Technical Support Engineer

  Utilized ITIL Framework tools to monitor ticket resolution and ensure SLA compliance and time improvement.Demonstrated strong organizational, problem-solving, and communication skills to enhance service quality.Provided frequent progress reports to stakeholders, facilitating better solutions.Managed a high volume of support tickets daily, maintaining efficiency and effectiveness.Maintained a customer-centric approach while addressing support tickets, ensuring personalized and tailored interactions.Prioritized incoming support tickets based on severity levels, ensuring critical issues received immediate attention and appropriate resources.Consistently maintained a high level of customer satisfaction through clear and concise communication.Coordinated with multiple teams to ensure quick issue resolution.Technical Knowledge Utilized in this Job RoleTroubleshooting remote desktop computers and laptops.Network troubleshooting.Software installations.Troubleshooting technical issues.Solving IT issues.Understanding and resolving software and hardware problems.Software troubleshooting. Show less

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  NCR Voyix

  Feb 2024 - now

  Technical Support Engineer

  ResponsibilitiesProvided Level 1 support for PC client issues, including desktop/laptop hardware, software, OS, and printers.Assisted users with IT processes, general how-to queries, and known outages.- Analyzed symptoms of reported problems, determined root causes, reviewed Knowledge Base instructions, and provided resolutions.- Documented relevant details of each issue and resolution.- Escalated issues to Level 2 support teams when necessary and monitored progress on critical priority tickets.- Delivered IT support via inbound calls, web tickets, and email.- Worked in a 24x7 IT Help Desk team, adhering to rotational shifts and a 5-day working week.Technical Skills- Proficient in Windows 10 Operating System.- Experienced with Windows, MS Office 365, and internet technologies.- Knowledgeable in basic networking concepts and troubleshooting LAN/remote access problems.- Skilled in configuring and troubleshooting Office365 and MS Outlook 2016 or later.- Quick learner with the ability to keep knowledge current.Communication Skills- Fluent in speech, able to hold conversations with ease.- Clear and neutral accent, appropriate rate of speech, pleasant voice, and confident tone.- Strong listening skills, able to comprehend and respond appropriately without interrupting.Other Essential Skills- Telephone etiquette and basic call handling skills.- Customer service skills, including persuasion, empathy, helpfulness, and a positive attitude.- Good business communication skills, particularly in email correspondence. Show less