CRS-IT Analyst

Job 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 - 2-4 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 - Ability to work under high pressure Required - MDM - MOBILE DEVICES - NETWORKING - ACTIVE DIRECTORY - CISCO Additional Skillsets - RSA - VENDOR MANAGEMENT - VPN - DOCUMENTATION - ENGINEER - INCIDENT MANAGEMENT - LIAISON - MASTER DATA MANAGEMENT - MICROSOFT OFFICE - STRONG COMMUNICATION SKILLS - SYSTEMS ENGINEER - TECHNICAL ASSISTANCE