Responsibilitiesâ€¢1st level Incident Management
Proactive monitoring and alerting L2 teams.
Monitor and respond quickly and effectively to requests received through the monitoring tools as per the SLA defined in the process.
Forward technical support issues that cannot be addressed by the L1 team to the appropriate technician (Level 2 or Escalation Team).
Document internal procedures.
Work in shifts in a 24/7 support team.
Escalations and Follow up with the Resolver Grouper team specified in the Service Management Tool
Prior experience delivering the Level 1 service on any industry standard Service Management suite as Service Now, BMC, and Manage Engine etc. is mandatory.
Prepare and maintain Documentation, Reports, and provide follow up status on identified tasks
1-3 years of experience in an IT Telco as Level 1 Engineer
Delivering Results & Meeting Customer Expectations
Understanding of SLA (Service level Agreement) concept
Following Instructions & Procedures
High level of communication is a must
Business Hours “ Sunday-Thursday
In Shifts to manage Business Priorities
(Please be informed that only shortlisted candidates will be contacted)
EA License No. 01C4394 â€¢ EA Registration No. R1876730 (Asha Yadav)
1st level Incident Management
Skills: Remote Desktop, Technical Support, Tech Support, Desktop Support Engineer, It Service Desk, It Help Desk, Desktop Engineer, Hardware Engineer