IT Support Engineer

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

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• Must have the ability to setup several servers on Windows Operating Systems.

Must know AD and setup of AD:

• Understanding of RADIUS/Credentials/IIS/ADFS (any 2 of the 4)

• Wireshark

• SQL Power Point (PPT) Level Basic Knowledge

• Manage the ticket until resolution is achieved

• Responsible for data gathering, troubleshooting, performing a full analysis of the issue.

• Interact with several verticals within the organization

• Escalate the issue if not resolved to GPS Team

• Excellent Communication

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Deliver

		No
		Performance Parameter
		Measure

		1
		Process
		No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback

		2
		Self- Management
		Productivity, efficiency, absenteeism, Training Hours, No of technical training completed