Description

Provide technical support within a 24x7 shift model to resolve user and system issues.

Responsibilities

• Handle customer calls and manage incoming requests using Cisco Finesse Agent.
• Perform first-level troubleshooting by following and updating knowledge articles.
• Manage incident lifecycles using ServiceNow for ticket creation and tracking.
• Monitor system health through manual checks and automated incident correlation tools like BigPanda.
• Resolve desktop performance issues, login problems, and browser or connectivity errors.

Required Skills

• 8+ years of experience in application or production support roles.
• Proficiency with Cisco Finesse Agent for call handling.
• Experience using ServiceNow for incident management.
• Hands-on experience troubleshooting DNS and DHCP issues.
• Ability to optimize desktop performance and resolve browser/internet connectivity problems.
• Familiarity with incident correlation products such as BigPanda.
• Experience working within a 24x7 shift rotation.
• Strong ability to communicate technical issues to both technical and non-technical stakeholders.
• Foundational understanding of basic infrastructure components.

Key Skills

Education

ANY GRADUATE