Incident Lifecycle Management (ILCM)

Unisys; Bengaluru; On-site; INR 420,000 - 620,000; Full time

Job summary

Unisys in Bengaluru is hiring for a technical support role focused on Tier 1 and Tier 2 support. The candidate will troubleshoot hardware, software, and client applications, and assist with voice communications and remote desktop access.

Strong communication is required to convey resolutions to users. The role typically requires a High School Diploma or GED, with possible technical certification or an Associate Degree.

Qualifications

• High School Diploma or GED required
• May require technical certification or Associate Degree
• Generally, 2-4 years’ experience in area of responsibility

Responsibilities

• Provides Tier 1 and Tier 2 support.
• Troubleshoots and resolves complex issues including hardware/software, client proprietary, and Unisys applications.
• Assists with issues related to network connectivity, printing and remote access to desktop equipment.
• Identifies root causes and escalates to higher levels when needed.
• Communicates problem, resolution and root cause to users to prevent recurrence.
• Supports L1 and L2 staff with day-to-day incidents.

Skills

Tier 1 support

Tier 2 support

Troubleshooting

User communication

Analytical thinking

Education

High School Diploma or GED

Technical certification

Associate Degree

Tools

Remote access tools

Network troubleshooting tools

Job description

What success looks like in this role:

• Provides Tier 1 and Tier 2 support.
• Troubleshoots and resolves complex issues including:
  • Supporting maintenance of hardware /software, client propriety, COTS and Unisys applications and issues with voice communications and voicemail systems, and
  • Assisting with resolution of Issues with network connectivity, printing and remote access to desktop equipment.
• Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution.
• Communicates problem, resolution and root cause information to users, both technical and non-technical, to help prevent future recurrence.
• Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries.
• Utilizes problem solving and analytical skills to effectively resolve challenging incidents.

You will be successful in this role if you have:

• High School Diploma or GED required
• May require technical certification or Associate Degree
• Generally, 2-4 years’ experience in area of responsibility

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law. Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [e-mail]. US job seekers can find more information about Unisys’ EEO commitment here.

Unisys is a global technology solutions company that powers breakthroughs for the world’s leading organizations. Our solutions - cloud, AI, digital workplace, logistics and enterprise computing - help our clients challenge the status quo and unlock their full potential. To learn how we have been helping clients push what’s possible for more than 150 years, visit unisys.com and follow us on LinkedIn. https://www.unisys.com/unisys-legal/recruiting

Notice for U.S. Applicants: Unisys is an Equal Opportunity Employer - Minorities/ Females/ Veterans/ Individuals with Disabilities/ Sexual Orientation/ Gender Identity