Strong communication skills, oral and written. Respond to requests for technical assistance by phone, email, chat. Enter and manage all incidents and problems in the incident management system and act as a liaison between users and technical escalation teams. Knowledge on Service Now ticketing tool Energetically follow-up on open incidents and provide status updates while carrying the ticket from its cradle to grave. Escalate problems (when required) to the appropriate teams. Maintain hygiene in ticket documentation, category selection and overall ticket quality. Identify and learn appropriate software and hardware used and supported by the firm. Where applicable, encourage users to use self-help resources and demo them on how to find answers on common issues or FAQs. 4+ years of relevant experience in troubleshooting technical issues related to Desktops, laptops, mobile devices, Cisco Phones. In depth understanding of virtual computers hosted via ESX servers and experience in configuring and troubleshooting them. Understanding on Active Directory, Networking, Messaging and Hardware necessary. Advanced troubleshooting experience in Microsoft Office applications suite including Teams, O365. Experience in troubleshooting issues related to VPN, RSA SecurID, Corporate applications on Mobile devices through any MDM service. Experience in troubleshooting issues related to Cisco Phones, IP Phones, Jabber, Zoom. Incident Management knowledge, experience with Turrets will be added advantage. Extended working hours when business needs. Flexibility to work in rotational shifts and week offs. Ability to work under high pressure.
