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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | Networking |
| EmploymentType | Full-time |
Dear Candidate,Greetings of the day!We are Hiring for,Response Center AnalystProfile: Response Center Analyst (Remote Desktop/Network Support Engineer)Experience : 1 to 5 Years as Remote Support Engineer in international remote supportEnvironment/GNOCEducation : EXTC/Electronics/Computer Science/Information Technology Degree /Diploma EngineerProfessional IT certification course CCNA, MCSE etc preferred.Note:GNOC, Global NOC experience mandatoryJob Description (Indicative):Following agreed procedures, identifies, registers and categorizes incidents. Gathers information to enable incident resolution and promptly allocates incidents as appropriate. Maintains records and advises relevant persons of actions taken.Basic administration of user accounts and groupsTake ownership of incident tickets, working and tracking issues to resolutionOccasionally act as a liaison between Partners/Clients and NOC team in IndiaProvide support to US clientele over Chat/Email/Calls.Remote troubleshooting & Monitoring and respond to network incidents, Alarms (proactive or re-active).Preparing reports, documentation related operations, monitoring & network utilities.Monitor Tier 1 technical service work activities & outcomes and proactively identify and remove barriers to meeting client expectations.Escalate issues as appropriate using established processes and methodologies.Periodic service review and monitoring of defined SLAs and follow up on outstanding incidentsDiagnose and troubleshoot technical issues, including technical setup and network configurationEnsuring incident ticket requests are closed on time and with high client satisfactionFollow SOP to locate customer and open ticket with group assignment in ServiceNowProvide investigation diagnosis resolution and recovery for hardware software problems, when unable to resolve escalate to second or third level in accordance with escalation processes.Requirement/Key Competencies:This profile involves connecting remotely to resolve desktop/network issues.Willingness to work in a 24 X 7 environment is a mandateUnderstanding about ITIL process. Focus on standard operating ProcessPreferably prior experience of training groups of agents or mentoring on technical issuesMonitor network alerts, raise tickets with excellent communication skillsPerforms daily / weekly / monthly ticket auditsAssists the Team Leader in developing and implementing SLA performance improvement / enhancement plansAbility to demonstrate initiative and assertiveness, the ability to plan and execute work in an efficient manner, and the ability to work well under stress and time pressures.Strong interpersonal and communications skills, both verbal and written.Must Have Skills :ServiceNow PlatformGood To Have Skills :ServiceNow IT Service ManagementRegards,HR Team
Keyskills :
networkmanagement remotesupport servicemanagement desktopsupport remotetroubleshooting networksupport networking ccna gnoc desktoptroubleshooting clientsatisfaction desktopengineering networkconfiguration networkadministration mcse etworksu