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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