Who we are: Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future. Our unwavering commitment to contract intelligence is grounded in our FORTE values—Fairness, Openness, Respect, Teamwork and Execution—which guide all our interactions with employees, customers, partners and stakeholders. Because in our mission to be the contract intelligence platform of the world, we believe how we get there is as important as the destination
We are looking for a System Administrator (IT Analyst) to join our IT department. You’ll be responsible for handling the IT ticket lifecycle including ticket logging, categorization, allocation, queue management, follow-up, & coordination with ticket owners, along with first-doing analysis, monitoring system performance, and raising the incidents and problem tickets, and doing the follow-up with stakeholders till the closure adhering the define processes. Providing first-level technical support, owning knowledge management (SOPs, support documents, etc.)
Responsibilities:
Help resolve software and technical questions for the users efficiently and effectively
Gather the required information necessary in order to best handle user requirements and technical inquiries
Manage users’ expectations regarding estimated response times for issue resolution.
Resolving the issues through Phone, chat, and email communication channels.
Meet SLAs like response and resolution times by partnering within L1, L2, and L3 Support organizations.
Extensively research and document users’ technical issues.
Collaborate with Technical Support team members to properly manage users’ inquiries and escalate when appropriate.
Own users’ technical issues from initial report to resolution, communicating with users regularly regarding issue status.
Run monitoring reports for usage, performance, and/or availability.
Document solutions for knowledgebase and bring new ideas for innovation and automation excellence into the Support team.
Good knowledge and hands-on on office applications including MS Excel, PowerPoint, Word
Good understanding of ticketing tools and ITSM processFair understanding of network monitoring tools Establishing and maintaining an effective, professional relationship with stakeholders across the business.
Prepare Reports as requested for various statistics of user experience, and SLA for Tickets.
Qualifications and Skill set:
3-5 years in IT Support function
Good knowledge of MS Office products.
Good understanding of end-user endpoint and application-related issues
Fair understanding of networking basics
Good understanding of windows OS, Antivirus, and endpoint applications.
Self-motivated with a willingness to learn and adapt to any new change or situation.
Very good verbal and written communication skills.
Process driven with the ability to innovate.
Excellent interpersonal skills; ability to communicate with users at all levels.
Icertis, Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Icertis, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to [email protected] or get in touch with your recruiter.
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Icertis is not open to third party solicitation or resumes for our posted FTE positions. Resumes received from third party agencies that are unsolicited will be considered complimentary.