Requal notes: This candidate will be doing heavy monitoring, watching jobs and call out if something fails and L1 troubleshooting when people call in using ServiceNow (open to any ITSM tool, but ServiceNow preferred). When they logon they monitor customer gchat spaces and channels and ppl will post a ticket ex here is a ticket number someone needs help, customer having trouble accessing XYZ application. They will be triaging issues and contact that customer. Basic L1 troubleshooting, its a plus if they know infrastructure.
As a Technical Operations Technician Support, acts under guidance to support one or more customer service or service desk functions. Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services. Delivering customer service through multiple channels including human, digital, self-service, and automated. You will also be participating in projects to help improve the environment, to help make it more efficient as well as to create a delightful experience for the end user.
Core Responsibilities:
Serve as the first point of contact for customers seeking technical assistance and promptly allocate calls as appropriate.
Receives and handles requests for service, following agreed procedures.
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Support L1 tickets. Escalates complex or unresolved incidents and requests to the SME.
Logs incidents and service requests and maintains relevant records.
Walk the customer through the problem-solving process.
Direct unresolved issues to the next level of support personnel.
Pass on any feedback or suggestions by customers to the appropriate internal team.
Provide accurate information on IT products or services and record events and problems and their resolution in logs.
Identify and suggest possible improvements on procedures.
Monitor Alerts to carry out low level triage solutions based on runbook
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Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.