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mclarensv

Posted 3 Jun 2025

CRS-IT Analyst

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Employment
Full time
Posted
3 Jun 2025

About the role

Responsibilities:- • Strong communication skills, oral and written. • Respond to requests for technical assistance by phone, email, chat. • Enter and manage all incidents and problems in the incident management system and act as a liaison between users and technical escalation teams. • Knowledge on Service Now ticketing tool • Energetically follow-up on open incidents and provide status updates while carrying the ticket from its cradle to grave. • Escalate problems (when required) to the appropriate teams. • Maintain hygiene in ticket documentation, category selection and overall ticket quality. • Identify and learn appropriate software and hardware used and supported by the firm. • Where applicable, encourage users to use self-help resources and demo them on how to find answers on common issues or FAQs. • 2-4 years of relevant experience in troubleshooting technical issues related to Desktops, laptops, mobile devices, Cisco Phones. • In depth understanding of virtual computers hosted via ESX servers and experience in configuring and troubleshooting them. • Understanding on Active Directory, Networking, Messaging and Hardware necessary. • Advanced troubleshooting experience in Microsoft Office applications suite including Teams, O365. • Experience in troubleshooting issues related to VPN, RSA SecurID, Corporate applications on Mobile devices through any MDM service. • Experience in troubleshooting issues related to Cisco Phones, IP Phones, Jabber, Zoom. • Incident Management knowledge, experience with Turrets will be added advantage. • Extended working hours when business needs. • Flexibility to work in rotational shifts and week offs. • Ability to work under high pressure. Required • MDM • MOBILE DEVICES • NETWORKING • ACTIVE DIRECTORY • CISCO Additional Skillsets • RSA • VENDOR MANAGEMENT • VPN • DOCUMENTATION • ENGINEER • INCIDENT MANAGEMENT • LIAISON • MASTER DATA MANAGEMENT • MICROSOFT OFFICE • STRONG COMMUNICATION SKILLS • SYSTEMS ENGINEER • TECHNICAL ASSISTANCE

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