note the shift time varies between 9pm(ist) to 6am(ist) as permanent shift.(mandatory)
essential functions:
- provide l1 and basic technical assistance to managed services clients.
- work with and assist the managed services technical account manager with day-to-day application activities.
- provide account provisioning, data entry and client onboarding support.
- flexibility to work close to our client's time zone to ensure proper coverage
primary duties and responsibilities:
- research questions using available information resources
- advise user on appropriate action
- handle access requests as it pertains to but not limited to: file shares, mailboxes, ad groups etc.
- log all interactions in a managed services case
- track all time in the managed services portal
- read technical manuals, confer with users, or conduct application diagnostics to investigate and resolve problems or to provide technical assistance and support.
- continue with application training and certifications as it pertains to your client's functions
skills and qualifications:
- troubleshooting - determining causes of errors and deciding what to do about it.
- reading comprehension - understanding written sentences and paragraphs in work related documents.
- critical thinking - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- active listening - giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- speaking - talking to others to convey information effectively.
- oral expression - the ability to communicate information and ideas in speaking so others will understand.
education and work experience:
- 1-2 years' work experience in a service/support desk environment
- general knowledge of active directory and ms related applications
- sailpoint(mandatory), okta/ ping/ saviynt and servicenow knowledge a plus
