TS Engineer

Key Responsibilities Include:

· Ensure all incidents/tickets related to IT systems are responded efficiently in timely manner.

· Ensure that standard operating procedures are followed as per established ITIL processes.

· Provide accurate information on IT products and services with highest level of end user satisfaction.

· Remotely provide technical assistance to user queries and problems

· Escalate unresolved issues to the next level of support team

· Ability to document the solution properly and share the knowledge across the teams

· Following up with end user’s and Service teams until tickets are resolved

· Prepare and share ticket status reports

· Review and analyze common complaints and problems to identify permanent fix

· Achieve SLAs for resolution on incidents and service requests

· Exercise patience and professionalism during stressful situation

Job Types: Full-time, Contract
Contract length: 6 months

Experience:

• Resolving incidents/tickets: 4 years (Required)
• ITIL processes: 3 years (Required)

License/Certification:

• CCNA / MCSE / ITIL (Preferred)

Work Location: In person