Engineer - ITS

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Date: 17-Mar-2023

Location: Noida, India

Company: Iris software

Job Description

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

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

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