Senior IT Support Engineer

Role : SENIOR IT SUPPORT SPECIALIST

Job description :

Key Accountabilities :

• Support end users, clients, stakeholder and partners via call, chat, and email mediums.
• Act as a 24x7 support point to IT Infrastructure / Applications / Site Services support teams.
• Provide 1st line diagnosis and ticket resolution.
• Log all relevant incidents / Service requests details into the ticketing tool based on priority seriousness and categorization.
• Escalate incidents and requests to appropriate service department for Level 2 & 3 resolution.
• Adhere to work instructions and processes defined in SOPs.
• Adhere to defined SLAs, KPIs and quality metrics to achieve IT goals.
• Own the tickets and follow up until resolution on user behalf, communicate with end-users keeping them informed of ticket progress and its changes to deliver positive customer experience.
• Update knowledge base with up-to-date relevant information as and when needed.
• Report identified challenges and improvement opportunities to drive CSI.
• Manage support queues to ensure all tickets are actioned on time.
• Pro-actively identify system impacting issues through the analysis of user calls and tickets.
• Perform real-time tier 1 troubleshooting via remote access to system components to isolate, manage and resolve issues.
• Coordinates and tracks all maintenance activities.
• Manage the intake of information and record accurately.
• Develop and maintain positive communications between IT Infrastructure / IT Applications / IT Operations
• Use acquired knowledge to influence and improve IT practices and technologies.

Essential Function :

Skills :

ref : hirist.tech)