Source description
About the role
Responsibilities: - Monitoring the customer IT infrastructure using Webkorps provided monitoring tools. - Respond to the customer calls and open support ticket. - Respond to the monitoring Alerts. - Respond to the service & incident support tickets. - Contacting customer to find out the nature of the problem. - Categorize and set priority for the support tickets. - Providing technical support via remote-access, follow 1st call resolution process. - Troubleshooting hardware and software issues as per the SOP defined. - Positive Understanding on Windows & Linux OS, AD/DHCP/DNS, Azure/AWS IaaS, O365, Google Work Space, Network infrastructure. - Troubleshooting Network Devices and connection issues up to L1. - Handle Level L1 issues and adhere to escalation matrix. - Log calls into Webkorps provided ITSM based ticketing systems and follow ITSM Process. - Follow up for open tickets and update the completed support tasks on ticket worklog and reports. - Maintaining good client relations. - Tracking and managing work records. Shift: - Day shift Work Days: - Monday to Friday Experience: - IT Help Desk: 1 year (required) Location: - Indore, Madhya Pradesh (required) Work Location: In person .