IT TECHNICIAN - CMC jobs in Pune at Netrix

IT TECHNICIAN - CMC

2 OPENINGS

Responsibilities :

Perform Operations Center monitoring and respond to auto-generated monitoring alerts/tickets as well as client calls reporting issues
Provide initial support to assess the severity of issues by reviewing the problem
Create incident tickets with clear and concise facts, and track requests, activities, and issues through completion
Follow documented troubleshooting, remediation, and escalation procedures for such tickets.
Clearly document all communications through incident.
Match incidents against known errors and problems, check for existence of multiple related incidents and check for existence of duplicate requests. Determine if an immediate resolution is available and if not escalate the ticket to CMC Escalated Support.
Provide clear and timely notification to customers of data center status.
Diagnose, troubleshoot, and recommend fixes to the end-user/caller.
Act as single-point of contact for client during troubleshooting and problem resolution
Manage Major Incidents and High priority Bridge Calls
Identification of issues and escalation to management and subject matter experts.
Record, screen, and diagnose inbound customer issues, queries, and requests as they relate to maintenance of Netrix supported / delivered technologies and peripherals.

Job Requirements :

Exceptional written and oral communication skills
Ability to provide excellent customer service when assisting customers
Ability to follow policies and procedures for incident management and reporting
Attention to detail
Good understanding of networking, telecommunications and servers
Ability to quickly learn new skills and technologies
Ability to work nights and weekends
Flexibility to cover co-worker PTO

Minimum Experience Required :

1-3 years related experience supporting help desk and/or Network operations
1-3 years related experience with IT Monitoring solutions
Experience with Microsoft Windows desktop & server operating systems and Office suite

Preferred Experience :

Understanding of ITIL Service Management framework
IT Certifications(A+, Network +, CCNA, MCSA, MCSE, MCITP, etc)
Experience with Cisco, Juniper
Experience with ScienceLogic and ServiceNow

Since 1989, Netrix has helped clients operate their businesses more efficiently and effectively, improving business performance and profitability. We do this by designing, implementing, and supporting superior information technology solutions that help them run their organization better.