| Job Description - NOC L2 Support - Atlanta, GA at Atlanta, Georgia, USA |
| Email: [email protected] |
| Hi, I hope this email finds you well. My name is Sparsh Gupta, and I am a Technical Recruiter from Empower Professionals Inc. I came across your profile and wanted to reach out regarding a NOC L2 Support role with one of our clients in Atlanta, GA . Please let me know if you are available in the job market and interested in this role (see job description below) - if so, we can connect and speak further. I would need your updated resume to proceed and can give you a call as soon as I have it. Role: NOC L2 Support Duration: 12 Months Location: Atlanta, GA Job Description: L1.5/L2 Support, ServiceNow, ITIL, Experience in a similar role, preferably in a technical support environment. Excellent Communication Any Telemetry knowledge (NewRelic/Splunk/App Dynamics, Dynatrace) is added advantage Excellent communication skills, both verbal and written. Analytical mindset with the ability to interpret data and trends. Proficiency in using support ticketing systems and monitoring tools. Ability to work effectively in a fast-paced, dynamic environment. 6. Key responsibilities : Monitoring: Monitor and perform Level 1.5 and Level 2 support activities. Handle Support Operations: Handle incidents, and requests. Escalation Management: Timely escalation of the issues to other IT teams and Active participation during Major incident calls Collaborate with other IT teams to expedite resolution and minimize business impact. Quality Assurance: Conduct regular reviews and audits of support interactions, tickets, alerts o ensure adherence to quality standards and procedures. Provide feedback and coaching to support agents as needed to maintain high-quality service delivery. Performance Analysis: Analyze support metrics and performance data to identify trends, areas for improvement, and opportunities to enhance efficiency and effectiveness. Generate reports and provide insights to management on support team performance. Documentation and Knowledge Management: Ensure that support processes, procedures, and troubleshooting guides are accurately documented and regularly updated. Facilitate knowledge sharing and collaboration among support teams to improve overall efficiency and effectiveness. Customer Satisfaction: Monitor customer feedback and satisfaction levels related to support interactions and services. Implement initiatives to address customer concerns and enhance overall satisfaction with support services. Compliance and Standards Adherence: Ensure compliance with organizational policies, procedures, and industry standards related to support operations, data privacy, and security." Awaiting your quick response. Thanks! P.S. Empower is a top vendor to clients such as Apex Systems LLC, Sogeti, Randstad, Capgemini, UST and more . Thanks & Regards Sparsh Gupta Technical Recruiter | Empower Professionals ...................................................................................................................................... [email protected] | Direct: 732-356-8008 Ex-351 | Fax: 732-356-8009 100 Franklin Square Drive Suite 104 | Somerset, NJ 08873 www.empowerprofessionals.com | linkedin.com/in/sparsh-gupta-b97778271 Certified NJ and NY Minority Business Enterprise (NMSDC) -- Keywords: access management information technology Georgia New Jersey New York Job Description - NOC L2 Support - Atlanta, GA [email protected] |
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| Wed May 01 00:17:00 UTC 2024 |