Analyst - Command Center

Company Profile

Lennox (NYSE: LII)

• Experience in providing technical support to customers via telephone, email and chat.
• Experience in handling inbound calls for international customers, preferably from US or Canada.
• Hands on experience in diagnosing and resolving issues relating to general computer problems, printing, VPN connectivity, email clients, network drives, company websites, software applications, hardware, etc.
• Hands on experience in resolving commonly reported issues with Office365 desktop and mobile applications.
• Experience in unlocking user accounts and performing password resets either directly via Active Directory or using an Enterprise Identity Management system.
• Hands on experience in handling a minimum of 25-30 calls per day and documenting the incidents in a ticketing system.
• Experience in identifying and escalating major incidents to the appropriate support teams as defined in the major incident management process.
• Experience in monitoring the availability and uptime of production systems, infrastructure devices and business critical applications using diversified monitoring tools.
• Hands on experience in any IT monitoring tools like SolarWinds, Splunk, Dynatrace, etc.,
• Hands on experience in User access provisioning and SAP role provisioning.
• Experience in creating documentation with step-by-step instructions on how to resolve some of the most common computer problems.
• Flexible to work in a 24/7 & rotational shift pattern (including weekends); shift rotation will be monthly.
• Should possess excellent Communication Skills - verbal and written.
• Knowledge and/or experience in ServiceNow application will be an added advantage.
• Should be willing to work in the contract position for a minimum of 2 years
  

Qualifications