Posted:2 months ago|
Platform:
Remote
Full Time
• Receive incoming calls and track all received requests in incident management system
• Categorize incident based on criticality and priority
• Ensure all the incidents are responded to and closed and tracked the SLA breaches
• Creating Knowledge base articles for the frequent issues and ensuring the team utilizes them
• Maintain and Update SOPs for regular tasks and ensure strict adherence to follow the SOPs
• Ensure incident logs are updated frequently and escalate incidents as required
• Act as an escalation point for all the team members with respect to Data center Monitoring and Service desk operations
• Excellent troubleshooting knowledge on remote desktop related issues
• Knowledge of User provisioning in Windows Active Directory, Password reset
• Excellent troubleshooting Email and MS outlook related issue
• Basic troubleshooting printer and printing related issue
• Experience in monitoring tools like SCOM, SolarWinds, Nagios
• Hands on experience in Desktop application installation and configuration
• Experience Folder NTFS Share permission management
• Knowledge of troubleshooting VPN Issues
• Knowledge of setup and configuring Webex meetings for end user devices
Brillio
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