Technical Support Job in Acesocloud

Responsibilities

• Be the first point of contact for all customer/user raised queries
  [Queries include incidents, service requests, new enhancement requests, access requests]
• Is able to own the query till resolution
• Is able to identify and differentiate between Incident and the problem
• Understand the customer SLA parameters and direct all queries to resolution within the set SLA parameters
• Is able to guide and navigate the user on the application and/or workaround solution with ease
• Address all queries via call, email & ITSM tool assigned
• Able to log and categorize all queries correctly
• Records incidents cataloging them by symptom and resolution
• Systematically interprets user problems and identifies solutions and possible side effects
• Is able to analyze impact Vs. urgency of every query appropriately as per the severity grid
• Proactively engage internal teams and customer on every major incident and drive the solution
• Review and store all RCA documents for appropriate consumption
• Able to identify and escalate trends of incidents and problems to internal specialists teams to avoid repeat issues preventing users using the solution
• Able to prepare simple dashboards and reports
• Monitor failure alerts and RTM dashboards and engage solutions teams, as per the RACI model if any issue observed
• Engage third-party hardware/software suppliers as deemed necessary to resolve the issue
• Contribute in creation of Known Error databases & solution identification tech-tree

Key Skills

• Excellent written and verbal communication
• Is expert at time management effectively, juggling multiple priorities and deliverables.
• Can work independently or with minimal supervision, under stringent deadlines
• Curiosity about technology, and the ability to learn new concepts quickly
• A focus on what s important (with an eye for details that matter)
• Experience in Event log Review
• Experience in Infrastructure & Application performance monitoring

Job Pre-requisites

• Expert in any major ITSM tool SNOW/JIRA/BMC Remedy/ServiceDesk Plus/Solarwinds/ZenDesk/etc.
• Able to work in flexible shifts
• Able to work during weekends and India Holidays
• Experience in handling US clientele
• Experience in US Healthcare domain is an added advantage

Experience:

3 5 years

Location:

Bhubaneswar

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