Vays Infotech Pvt Ltd Hiring For NOC Engineer/Operator at Bengaluru / Bangalore Full Time

Required Competencies:
1) Monitor Systems
2) Network handling (network devices monitoring)
3) Servers & applications monitoring
4) Troubleshoot Problems
5) Track all issues
6) Report Incidents
Job Description:
1) Provide Telephonic support to internal users for personal workstation & all installed software.
2) Should use BMC Remedy Force application to log new tickets & update progress on existing tickets.
3) Use the Service Desk knowledge-base/ self-help articles to resolve technical issues (End-user issues pertaining to their personal workstation & IT services they consume). The Service Desk knowledge-base is maintained within BMC Remedy Force application.
4) Rotational Shifts – 24*7 support to internal customers, if necessary.
5) Attend training & knowledge transfer sessions that are planned by SME to communicate any changes to an IT service or its component.

Roles & Responsibilities:
1) As a L1 Engineer answer calls & chats of end users in a professional manner.
2) Logging tickets (Incident/ Service request/ information query) for every user interaction handled.
3) Providing first class resolution to issues faced by end-users.
4) Route/assign tickets to the appropriate support group, if necessary.
5) Identify & escalate high severity, priority calls.
6) Updating pending tickets with timely, precise, accurate updates.
7) Research/ look-up required information from available resources to handle end user issues, requests or queries.
8) Follow up with end users, if necessary for closure of pending tickets.
9) Follow up with other support groups, if necessary for closure of pending tickets.

If interested, please share your CVs at [Confidential Information]