Sr. IT Support L3 Role - 3 to 6 months role

Our Story: AAPNA Infotech (CMMIL3 & MS Gold Partner) is a market leader for Enterprise Software Development and Quality Assurance Services. Founded in 2008, AAPNA Infotech went fully virtual in 2020. Yes, you heard it correct, its completely virtual not just now but FOREVER. Exciting. isn’t it? WFH will undoubtedly improve your work-life balance while also saving your precious TIME AND MONEY. What is more, AAPNA helps to set up your home office too. We have diversified workforce of 200 highly technical Software Commandos PAN India. We achieve great things with laughter and grace yet operate with extreme Passion, Ownership & Commando-like precision. Our strong focus on company culture, makes us a Great Place to work. We have a huge array of special benefits, and unmatched WFH practices. We have global customers base in the US, Australia, and APAC, and our endeavor for customer service excellence has enabled us to get over 200 written testimonials. We have received our fair share of industry recognition, including several awards and recognitions. Over the past 14 years, we have delighted our customers with our customer-centric and employee-first approach. Check more at - [login to view URL] Job description- We are hiring for a Sr. IT Support L3 Role (Contract Role)) position with AAPNA Infotech ( A CMMI Level 3 and Great Please to work Certified Organization) AAPNA is offering a Permanent WFH opportunity. Please go through the JD below. Roles & Responsibilities: Work on and resolve escalated Helpdesk Tickets. Delight our Clients with a Friendly, Quick and Helpful Experience. Provide the Client with advanced remote troubleshooting. Remote Hardware Maintenance and Support. Use of our Ticketing System. Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests. Managing and recording all work though our Ticketing System. Make sure that Client Documentation in well maintained. Desired Skills: A love of (and ability to) Solve Problems & Challenge. Great Communications skills, founded in being a good listener. Advanced understanding of support tools, techniques and how technology is used to provide services. Advanced understanding of operating systems, business applications, printing systems and network systems. Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices. Advanced experience and knowledge of working with the Microsoft 365 Platform. Advanced experience and knowledge of working in Wintel environments. Experience using a Ticketing system / RMM Tool and PSA software. Experience providing support via remote tools. Experience handling Technical Service Tickets. Must be able to type quickly and accurately while talking on the phone. A deep desire to deliver an amazing Client Experience. Advanced knowledge of IT Applications, Software & Hardware. The ability to speak both Geek and human. Great Communications skills, founded in being a good listener. A deep desire to deliver an amazing Client Experience. The ability to keep up with & adapt to the fast-paced IT world. Desired Skills: Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc. Client Experience Certifications such as Helpdesk Habits etc. Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.