CRS Agent - Incident Management

Description:

- Strong communication skills, oral and written.

- Respond to requests for technical assistance by phone, email, chat.

- Enter and manage all incidents and problems in the incident management system and act as a liaison between users and technical escalation teams.

- Knowledge on Service Now ticketing tool

- Energetically follow-up on open incidents and provide status updates while carrying the ticket from its cradle to grave.

- Escalate problems (when required) to the appropriate teams.

- Maintain hygiene in ticket documentation, category selection and overall ticket quality.

- Identify and learn appropriate software and hardware used and supported by the firm.

- Where applicable, encourage users to use self-help resources and demo them on how to find answers on common issues or FAQs.

- 4 + Years of relevant experience in troubleshooting technical issues related to Desktops, laptops, mobile devices, Cisco Phones.

- In depth understanding of virtual computers hosted via ESX servers and experience in configuring and troubleshooting them.

- Understanding on Active Directory, Networking, Messaging and Hardware necessary.

- Advanced troubleshooting experience in Microsoft Office applications suite including Teams, O365.

- Experience in troubleshooting issues related to VPN, RSA SecurID, Corporate applications on Mobile devices through any MDM service.

- Experience in troubleshooting issues related to Cisco Phones, IP Phones, Jabber, Zoom.

- Incident Management knowledge, experience with Turrets will be added advantage.

- Extended working hours when business needs.

- Flexibility to work in rotational shifts and week offs.