We are looking for Tech Support - 1 for our client in Alpharetta, GA
Job Title: Tech Support - 1
Job Location: Alpharetta, GA
Job Type: Contract ? 12 Months / Contract to Hire / Direct Hire
- Manage and understand IT Infrastructure elements as per service deliverable and service level commitments for one or more customers. Support the infrastructure application and complex systems as per the committed Service Levels.
- Understand the Customer business and infrastructureassociated with Business Services. Provide proactive solutions to clients to enhance service performance. Be a helping hand in taking technical decisions. Develop a rapport with customers, manage and influence their perception positively and ensure a logical closure for any escalations.
- Understand multiple priorities, crisis, incident handling and service delivery requirements.
- Strong experience as NOC / DOC engineer. Should have strong hand on experience on driving business critical outage bridge engaging various technical, leadership and business users.
- Rich experience in Incident Management process ? creation, tracking, communication and closure.
- Strong knowledge in ITIL Process and to be ITIL certified.
- Manage the team?s escalations and ensure logical closure. Work in diversified team to meet service delivery objectives.
- Rich experience in performing the troubleshooting of IT incidents.
- Good communication skill to interact with both customer and end user over phone and through email.