It Level Iii Support Engineer Job in Rocket Software
It Level Iii Support Engineer
- Pune, Pune Division, Maharashtra
- Not Disclosed
- Full-time
- Permanent
Job Description Summary:
Using IT Service Management principles complete all relevant actions related to ticket management, including detection, recording, classification, investigation, escalation, resolution, and ownership. Proactively manage Rocketeer expectations, ensuring to keep tickets current with updates including actions taken, their results and interactions with the customer.Establish and cultivate collaborative and professional relationships between EUX, the broader IT Team and Rocketeers. Be an advocate for Rocketeers within IT to ensure that their needs and expectations are understood and met regarding the provision of IT services and support.
Respond to and resolve all escalation requests promptly and per established policies, standards, processes and service level targets.
Act responsibly and diligently to protect Rockets brand, reputation, and customers by acting in compliance with all Information Security policies and process.
Be pro-active in the training and education of Rocketeers on IT s services and tools as described in the IT Service Catalogue, including hardware, operating systems, applications, and service tools.
Actively contribute to the transfer of knowledge across the EUX Team by adding and updating content in IT s knowledge base. Act as coach and mentor to IT Support Analysts.
As part Shift Left strategy, be proactive in Continuous Service Improvement through the development of automation, improvements in ways of working and customer experience. Solicit and review feedback documenting it along with any actions as appropriate.
Four (4) to six (6) years working experience ideally in a Service Desk environment, preferably in a medium to large enterprise organization with a demonstrated pattern of increasing knowledge and responsibility. Ideally, you will have worked in organizations that prioritize customer-centricity.
One (1) to two (2) years of experience of deploying and working with automation, including, but not limited to the development self-service tools, zero-touch device build and maintenance tasks.
Proficient in the use of Service Management Tools such as JIRA Service Desk, ServiceNow, Remedy, etc.
Solid working knowledge in the following technologies: Active Directory, Office 365, Exchange, PowerShell, Orchestrator, Configuration Manager (SCCM), VMWare, Cisco, networking and operating systems.
Excellent written and verbal communication skills with a strong focus on supporting customers, unphased by working under pressure, and be comfortable working individually and collaborative with Rocketeers from around the globe.
Demonstratable experience in the investigation and resolution of complex technical issues with hardware and software commensurate with the minimum required Service Desk experience.
A strong understanding of Information Security applications, including anti-virus and vulnerability scanning. Knowledge of NIST or CIS standards a plus.
The successful candidate will be highly motivated to succeed in IT, be energetic with strong interpersonal skills and a passion for delivering best-in-class customer service
referred Qualifications:
- ITIL Foundation
- Technical certifications, including Microsoft, Cisco and VMware.
Education:
- Degree preferred
Fresher
2 - 4 Hires
