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Job Description
Troubleshoot & Resolve Technical issues and incidentsEscalate incidents to other support groups where appropriate in a timely manner.Receive all service request from the end users.Provide the first line of support for standard requests.Follow up the request through lifecycle and update the Customer/Requestor with the request status.Communicae with the Customer/Requestor if the request is denied or once it has been fulfilled.Perform operational and administration tasks for entire IT Infrastructure and applicationDiagnose, and perform proper assessment of Network and systems related issues, and their resolution as L1 support in a timely manner.Communicate and coordination with the internal / external L2 support team as required for proper escalation of the incidentsInstallation, configuration and troubleshooting for PC?s and IT devicesConduct Infrastructureapplication performance analysis across different regions and provide the performance reports to management.Perform Incidents analysis and diagnostic to find the root cause of the incidents and escalate the repeating incidents to problem management team.Answer IT support calls , emails, Tickets providing solutions and/or escalating requests and incidents to designated second level responders.Proceed ITSM tickets for IT inquiriesincidentsservice requestsand follow-ups to ensure tickets are updated and acknowledged to the point of verifying completion and closing them out.Perform operational and administration tasks for IT InfrastructureApplications in different regions using available tools to ensure the high availability.Perform Incidents analysis and diagnostic to find the root cause of the incidents and escalate the repeating incidents to problem management team.Coordinate with the system owners to deploy the permanent resolution of the problems and update the CMDB and KEDB as required.
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