Description

You manage Level I IT support operations, ensuring timely resolution of technical issues for internal teams and external customers.

This role is on-site.

Responsibilities

• Provide Level I support for desktop, browser, and Active Directory issues in a shift-based environment.
• Analyze, prioritize, and route tickets to Level II groups, maintaining SLA compliance and accurate status updates.
• Manage user accounts, facilitating onboarding and offboarding processes efficiently.
• Coordinate with support groups during incident management and resolve high-priority escalations.
• Process specific requests including Smart Vault, Rapid Response, Oracle, Connex, and FTP operations.

Required Skills

• 10+ years of experience in IT support or service handling.
• Proficiency in Active Directory, VPN configuration, and Desktop Support.
• Strong command of Incident Management and Ticketing Systems.
• Experience with SQL and basic database queries.
• Demonstrated customer service skills with prior call center experience.
• Ability to troubleshoot hardware and software issues independently.
• University degree in Engineering, Science, or Arts.

Preferred Skills

• Knowledge of Data Studio, Smart Vault, and Report writing.
• Experience with Oracle, Connex, and FTP processing.

Key Skills

Education

Any Graduate