Posted:2 days ago|
Platform:
Work from Office
Full Time
Act as the central point of contact for all IT service requests and incidents during on-
call hours.
• Coordinate with field engineers to dispatch them to client or site locations as needed.
• Prioritize and assign tickets based on urgency, location, and engineer availability.
• Monitor the status of open incidents and ensure timely resolution or escalation.
• Communicate clearly with both internal teams and clients regarding ongoing support
activities and timelines.
• Maintain accurate records of incidents, field dispatches, and resolutions in the ITSM or
ticketing system.
• Provide handover documentation and summaries to the day team for follow-up.
• Ensure field engineers have access to all required documentation, access credentials, and
tools to perform their tasks.
• Assist with after-hours troubleshooting remotely if technical expertise is available.
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