Address
Form of workJob Description
Job Description:
- Identification and assignment of ticket requests.
- Troubleshooting/ Ticket Triage as First point of support.
- Engaging internal teams, Customer and other third-party companies as needed to resolve.
- Close incident within SLA guidelines.
- Communicate ticket status to L2/L3 Team members.
- Schedule and facilitate triage calls.
- Assists and Learn from L2 and L3 engineers in the team.
- Creating Service Now tickets and updating incidents with technical first level checksRaise cases with vendors and telco.
- Working on Non Critical tasks like running utilization reports.
- Monitoring tools for alerts and issues.
- Working on Non Critical tasks like running utilization reports.
- Pre-staging devices.
- Implementing non prod changes as per guidance from L2/L3 team members.
- Working on repeated task from L2 BAU list which has a higher success rate.
- Low level code upgrade.
