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This job role is responsible for the coordination, support, management, and execution of reactive maintenance activities to ensure that services provided to customers are continuously available and performing to Service Level Agreement (SLA) performance levels.
Job Responsibility:
Support logs, categorizes, prioritizes, tracks, and routes (i) incidents reported by users or (ii) alarms raised by monitoring tools
Respond to requests quickly and effectively via phone, chat, or email as per SLA defined in the process
Ensure that all detailed required (including Mandatory fields) for the issues are documented in the Ticketing system
L1 troubleshooting and provide support, resolve problems for the end user’s satisfaction as per SOP
Track tickets till resolution
Monitor the progress of escalated tickets
Engaging Incident Management to initiate Service restoration Team call (P1&P2 only)
Work with the Internal support teams to ensure that the users’ issues are fixed in a timely manner
Co-ordinate with team members, L2 ops in identifying new solutions for existing and unresolved issues
Requirements:
Education: MBA/B.E/ BTech or Graduate in Computer Science or Equivalent
Minimum years of relevant experience: 2+ Years
Enthusiasm for providing outstanding customer service
Strong decision making and problem-solving skills
Ability to work calmly under pressure
Ability to work independently and within a team environment
Highly organized, detail oriented and self-motivating
Creativity and Problem Solving, out of the box thinking
Able to work with many tasks simultaneously and keep track of it
Excellent knowledge of Microsoft Office, ITSM ticketing tool
Flexible to Work in Rotational shifts, 24/7 support
IT Infrastructure and Applications, Capacity Monitoring with Zabbix Core, User support
Experience on Licenses/Certificates Monitoring & Renewal
Experience of system admin, Data backup, restore & retention
Assist with password resets, software installations, and basic system configuration
Perform routine system and network monitoring using tools