Job description

• At least 3+ years of experience in Information Technology.

• Provide level 2 desktop troubleshooting from applications to operating system

• Primarily on phone support taking inbound support calls

• Troubleshoot application issues with or 3rd party vendors

• Create service tickets documenting time entries, root cause and detailed resolution of issue

• Create or update documents internally when appropriate
  
• Hands-on experience on Major Incident Management in Infrastructure and Application Technologies.
  
• Strong communication, perseverance, and coordination skills.
  
• Skilled in providing L1, L2 support by following the standard operation procedure (SOP).
  
• Experience on Ticket tracking & resolution via in house ticketing tool (Service Now, Remedy)
  
• Monitoring the queues to verify any pending jobs and backlog and processing them in batches to avoid load on the system.
  
• In case of Priority customer impact issues will respond to it and start a bridge call and coordinate over the call and gather the Information from time to time and will take necessary steps to restore the service and return the business to normal operations.
  
• Conducting the Root Cause analysis calls to understand the corrective and preventive actions and identifying the risk coming out of it.
  
• Identifying the severity of the risk based on the probability and impact it will create to the business needs also owner will be identified, and the risk will be assigned.
  
• Providing regular updates to stakeholders about the incidents occurred by doing a weekly reporting also every Bi-Weekly a ppt presentation to stakeholders about the list of incidents occurred and postmortems published.
  
• On a monthly basis a Stakeholder meeting will be presented where Year To Date data will be represented, and availability budgets and trends will be covered as well.
  
• Co-ordinating with Tier3 for resolving the issues and analyzing the impact.
  
• Handling the Ever Bridge notification access request by making chances in the role of the user and adding new users to the required team as a member.
  
• Participate in Incident Management Meetings with Team and Client.
  
• Analyzing and engage the right teams for complex business and technical issues.
  
• Ensure operational and system documentation is created and maintained.
  
• Knowledge of ITIL processes- incident and problem management activities.
  
• Create and establish Standard Operating Procedures for the team to ensure consistent customer engagement.
  
• Manage field Support team and work allocation.
  
• Experience in interfacing with Culturally Diverse team spread across time zones. Preferred

Role : Technical Support

Experience : 3-6 Years

Location : San Jose

Job responsibilities and duties

• At least 3+ years of experience in Information Technology.

• Provide level 2 desktop troubleshooting from applications to operating system

• Primarily on phone support taking inbound support calls

• Troubleshoot application issues with or 3rd party vendors

• Create service tickets documenting time entries, root cause and detailed resolution of issue

• Create or update documents internally when appropriate
  
• Hands-on experience on Major Incident Management in Infrastructure and Application Technologies.
  
• Strong communication, perseverance, and coordination skills.
  
• Skilled in providing L1, L2 support by following the standard operation procedure (SOP).
  
• Experience on Ticket tracking & resolution via in house ticketing tool (Service Now, Remedy)
  
• Monitoring the queues to verify any pending jobs and backlog and processing them in batches to avoid load on the system.
  
• In case of Priority customer impact issues will respond to it and start a bridge call and coordinate over the call and gather the Information from time to time and will take necessary steps to restore the service and return the business to normal operations.
  
• Conducting the Root Cause analysis calls to understand the corrective and preventive actions and identifying the risk coming out of it.
  
• Identifying the severity of the risk based on the probability and impact it will create to the business needs also owner will be identified, and the risk will be assigned.
  
• Providing regular updates to stakeholders about the incidents occurred by doing a weekly reporting also every Bi-Weekly a ppt presentation to stakeholders about the list of incidents occurred and postmortems published.
  
• On a monthly basis a Stakeholder meeting will be presented where Year To Date data will be represented, and availability budgets and trends will be covered as well.
  
• Co-ordinating with Tier3 for resolving the issues and analyzing the impact.
  
• Handling the Ever Bridge notification access request by making chances in the role of the user and adding new users to the required team as a member.
  
• Participate in Incident Management Meetings with Team and Client.
  
• Analyzing and engage the right teams for complex business and technical issues.
  
• Ensure operational and system documentation is created and maintained.
  
• Knowledge of ITIL processes- incident and problem management activities.
  
• Create and establish Standard Operating Procedures for the team to ensure consistent customer engagement.
  
• Manage field Support team and work allocation.
  
• Experience in interfacing with Culturally Diverse team spread across time zones. Preferred

Qualification And Skills

Skill : Technical Support

Grad with troubleshooting on windows and Mac

Companensation And Additional Benefits Offered

Negotiable

About Comapany

Contact Person

Message To: Rajan Gupta

rajan.gupta1@wipro.com