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    Network Operations Center Engineer - Karnataka, India - ThoughtFocus

    ThoughtFocus
    ThoughtFocus Karnataka, India

    Found in: Appcast Linkedin IN C2 - 13 hours ago

    Default job background
    Technology / Internet
    Description

    Only Immediate joiners who can join within 0-7 days

    Responsibilities

    · Receive incoming support cases or tickets from end-users through various channels (e.g., email, phone, helpdesk ticketing system).

    · Review and assess the urgency and impact of each case, accurately categorizing and prioritizing them based on predefined criteria.

    · Monitoring Chat Platforms such as Teams and Slack to respond to escalations

    · Quickly identify critical issues that require immediate attention and prioritize accordingly.

    · Perform initial technical analysis and troubleshooting to resolve L1 support issues.

    · Follow documentation and walkthroughs to resolve technical problems and escalate complex as needed.

    · Work from a ticketing system and document support-related solutions and client environments.

    · Communicate effectively with end-users, both verbally and in writing, to gather relevant information about their issues and keep them informed of the progress and status of their cases.

    · Update and manage helpdesk ticketing system records, ensuring that cases are properly categorized, assigned, and tracked.

    · Collaborate with other IT support teams, to ensure a seamless resolution or escalation of complex issues.

    Requirements

    · Passion for delivering outstanding client experience

    · Strong written and verbal communication skills

    · Ability to classify and categorize incoming issues for impact, priority, and urgency, perform live handoffs and escalation of issues as needed.

    · Strong troubleshooting and problem-solving skills, especially in Microsoft Technologies.

    · 3+ years hands-on Windows Server or Workstation experience.

    · Basic understanding of Active Directory topologies and how sites interconnect.

    · Basic VMWare/Citrix Experience, such as how to restart a VM.

    · Microsoft Exchange/Exchange Online administration.

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