Engineer - ITS

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Date: 19-Jan-2023

Location: Noida, India

Company: Iris software

Job Description

Responsibilities:
· Asset Management
Taking Client queries over Call / Email / Chat
· Register Client queries in Ticketing Tool.
· Troubleshoot & Resolve the IT tickets via Call / Email / Chat/ Remote tools
· Follow-up with client and with internal teams.
· Resolve the issue within the SLA and Company guidelines.
· Escalate the ticket to respective team and follow-up.
· Resolve the tickets related to Printers, System, networking. Sending updates to clients related to reported queries.
· Basic knowledge on AD, DNS, Networking
· Working in Rotational Shifts.
· Creating troubleshooting documents

Job Summary

Role Based Competencies

Beh - Collaboration

Beh - Client/Stakeholder centricity

Beh - Agility

Beh - Ownership

Beh - Innovation

Beh - Excellence

Beh - Employee empowerment

Beh - Analytical and Conceptual Ability

ITS - Standard Configurations

ITS - Monitoring and Reporting

ITS - Request Management

ITS - Laptop / Desktop Setup and Configuration

ITS - Low level design

Beh - Result Orientation

ITS - High level design

ITS - Incident Management

Beh - Networking

Beh - Information Seeking

ITS - Change Management

ITS - Analytical \ Problem Solving

Beh - Communication

ITS - Technical Documentation

Mandatory Competencies

Good to Have Competencies

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