Sapwood Ventures Looking for at Chennai, Tamil Nadu Full Time

Hiring for Help desk/NOC/GSD Analyst with 2+years of experience with excellent communication skills for our esteemed client at Chennai

Roles and Responsibilities:

· Service desk to be single point of contact for all IT tickets

· Global support contact for IT services and application first level support

· Handle IT Helpdesk phone calls

· Create incidents \SR and provide first level resolution on desktop hardware, software and applications

· Provide Live Chat support

· First level triage and resolution off incidence has per knowledge repositories or soaps available in addition to baseline troubleshooting skills of level one agent

· Resource requires basic application troubleshooting skills that are agnostics to application [application base access troubleshooting)

· Create knowledge base articles has required to enhance ability on the team

· Escalation of Incidents to higher support tiers as needed per OLA/SLA.

· Coordinate with level 2(desk side, applications and infra support teams)

· Communicate with multicultural and global user base over phone, email and chat in English language.

· Maintain compliance with Verint operational ,ITSM and security procedures

· Leverage Verint provided ITSM tools ( Service Now)

· Participate in weekly staff meetings and training sessions as needed

· Participate in shift transition efforts to ensure seamless handling of support activities

REQUIRED QUALIFICATIONS

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

· Degree \ Diploma in computer science or related field

· At least 3+ years’ experience in a helpdesk role

· Strong experience in supporting Windows \ MAC operating system, Core endpoint Applications, hardware and peripherals and mobile device

· Basic troubleshooting knowledge on Mobile device knowledge (Intune)

· Awareness of AD\ Azure fundamentals \ MFA \O365

· Strong troubleshooting and problem-solving skills

· Ability to write detailed reports and procedures

· Ability to work under pressure

· Excellent oral and written communication skills in the English language.

· Awareness of ITIL \ Service Now

T1 NOC Analyst

This role is of IT Tier 1 NOC

· Monitor automated alerts and emails in ServiceNow and NOC email for network devices, servers, web sites, and applications.

· Handle correlation of events to identify and create incidents and problems in ServiceNow according to the defined processes and procedures and triage Critical issues to L2/ SMEs

· First level analysis and resolution for all hardware Infrastructure and Network issues, including interfacing with external vendors where applicable to open, update and escalate tickets to resolution

· Determine and communicate business impact as per the “Business impact matrix”.

· Immediate escalation of P1 and P2 issues to L2 groups via “warm/hot handover”. L1 will retain ownership of these issues and will provide coordination of major incident response, including, but not limited to, opening, and coordinating major incident response calls and engaging escalation contacts. This also includes coordinating activities on major incident response communications.

· Coordinate P1 Major incident process, including bridge management and scribe functions, as well as directing technicians and assisting on call resources where applicable, and defined in the NOC MI process

· Escalation of Incidents to higher support tiers as needed per OLA/SLA.

· Proactive monitoring of all infrastructure alerts & datacenter backups

· Maintain site books \ Application & Business escalation contacts

· Maintain compliance with Verint operational , ITSM and security procedures

· Leverage Verint provided ITSM tool (ServiceNow)

REQUIRED QUALIFICATIONS

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

· Degree in computer science or related field

· At least 3+ years’ experience in a NOC role

· Strong experience in Supporting Server & Network Infrastructure

· Strong experience in troubleshooting infrastructure-hardware (physical and virtual) and networking equipment

· Strong working knowledge on Alert \ monitoring tools like Splunk \ Solarwinds \Zabbix

· Strong troubleshooting and problem-solving skills

· Ability to write detailed reports and procedures

· Ability to work under pressure

· Excellent oral and written communication skills in the English language.

· Awareness of ITIL \ Service Now

Job Type: Full-time

Salary: ₹500,000.00 – ₹1,200,000.00 per year

Shift:

Ability to commute/relocate:

• Chennai, Tamil Nadu: Reliably commute or planning to relocate before starting work (Required)

Experience:

• total work: 2 years (Preferred)

Work Location: In person