Acute Informatics Private Limited Hiring For Network Engineer at Mumbai

Acute Informatics Private Limited; Mumbai Suburban; On-site; INR 3,00,000 - 5,00,000; Full time

Job summary

A leading IT support company in Mumbai Suburban is seeking a skilled professional in the networking domain. The role requires CCNA certification and excellent communication skills. You will provide technical support, manage incidents, track tickets, and ensure SLA adherence. This position offers an opportunity to work in a fast-paced environment with a focus on customer service.

Qualifications

• CCNA certified and good communication skills are essential.
• Must be able to provide technical support and resolve incidents.

Responsibilities

• Provide remote support for central helpdesk.
• Log incidents and service requests through various channels.
• Track tickets until resolution according to escalation matrix.
• Monitor and track SLA adherence for all tickets.

Skills

Networking skills

Good communication skills

Incident management

Problem resolution

Education

CCNA certification

Tools

ITSM tool

Job description

Job Description:

SD in networking domain (CCNA course completed / Certified) and good communication skills.

* Provide skilled resources for central helpdesk to provide remote support.

* Receive Incidents and Service requests through Voice, email, Web and Chat and log the tickets in ITSM tool.

* Service Desk will attempt first call resolution if feasible and Service Desk to track and drive tickets till resolution.

* Provide technical support and resolution (L2 & above) and Follow escalation matrix to ensure resolution for all logged tickets related to the project.

* Update ticket status to end users on follow Ups and Update Trouble Ticket at all stages till resolution.

* Resolve the call & update ITSM tool with user feedback & root cause in knowledge base articles.

* Monitor and Track SLA Adherence for every tickets.

* Analyse and report failure and incident trends for in scope tickets.

* Implementing pre-approved changes like Password Changes, privilege rights etc.

* Coordination for Planned activities.