Vacancy expired!
- Responsible for probing beyond initial ticket data with end users for details such as specific functionality and ensuring common troubleshooting procedures have been performed.
- Ensure that all critical and Major Incidents are addressed within SLA response time.
- Responsible for responding quickly to critical issues and organizing technical resources to resolve them.
- Responsible for engaging customers via phone, e-mail and instant messaging.
- Real-time management of severity 1 and severity 2 incident tickets to identify areas for immediate action and/or monitoring.
- Responsible for escalating to appropriate leads, managers and stakeholders.
- Computer Systems Validation - 25% of time
- Computer Systems Validation Experience
- 1+ year Incident Management experience
- Strong support experience with Windows, Office
- Combination of most of the following- Citrix, Cisco VPN, Mobile Devices, SCCM
Vacancy expired!