Support Monitoring Function Full-Time
US Technology International Pvt Ltd
Posted By : US Technology International Pvt Ltd
Thiruvananthapuram, Kerala (60)
- Learn infrastructure domain components, common tools and application used. Learn cloud basics.
- Ability to understand the client query and provide hardware / software / network problem diagnosis / resolution via telephone/email/chat
- Ensure every issue/request is logged in the Ticketing tool without any lapses.
- Provide first Level remote support and IT related services to end users based on SOPs within agreed SLAs
- Route tickets to internal 2nd and 3rd level IT support staff appropriately
- Use the ITIL Framework to document and manage Incidents and work requests.
- Assign Service Requests / incidents to appropriate support teams and follow up until closure.
- Educate Users about Self-help articles, best practices thus creating awareness about IT systems usage.
- Co-ordinate with Level 2 teams during Major incidents and provide updates to Users.
- Ensure the ticket is updated with latest updates in a descriptive manner for future reference.
Role Specific Skills
- Active Learning
- Active Listening
- Administration and Management
- Category Flexibility
- Complex Problem Solving
- Computers and Electronics
- Critical Thinking
- Customer and Personal Service
- Deductive Reasoning
- Engineering and Technology
- English Language
- Fluency of Ideas
- Inductive Reasoning
- Information Ordering
- Judgment and Decision Making
- Mathematical Reasoning
- Near Vision
- Number Facility
- Operations Analysis
- Oral Comprehension
- Oral Expression
- Problem Sensitivity
- Reading Comprehension
- Selective Attention
- Speech Clarity
- Speech Recognition
- Systems Analysis
- Systems Evaluation
- Time Management
- Written Comprehension
- Written Expression
Bachelor of Engineering (B.E) - Computer Engineering
Bachelor of Engineering (B.E) - Computer Science & Business Systems
Bachelor of Engineering (B.E) - Computer Science & Engineering (AI & Data Science)
Bachelor of Engineering (B.E) - Computer Science & Engineering (AI & ML)
Bachelor of Engineering (B.E) - Computer Science & Engineering (Information Security)
Bachelor of Technology (B.Tech) - Computer Engineering
Bachelor of Technology (B.Tech) - Computer Science & Engineering
Bachelor of Technology (B.Tech) - Computer Science & Engineering (AI & ML)
Master of Computer Applications (M.C.A) - Computer Science
Master of Engineering (M.E) - Computer & Communication Engineering
Master of Science (M.Sc) - Computer Science
Master of Technology (M.Tech) - Computer & Communication Engineering
Master of Technology (M.Tech) - Computer Engg. with specialization in Computer Networking
- Good analytical and problem-solving skills
- Basic computer skill and technical acumen.
- High level communication and collaboration skills
- Risk Analysis and Management
- Ability to adapt to a changing environment
- Communicate with Team members effectively and efficiently.
UST is a global provider of digital technology and transformation, IT services and solutions, headquartered in Aliso Viejo. UST is looking to employ passionate, enthusiastic and technology focused candidate across various accounts.