Professional Services Consultant

Job Description

- Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible

- Assign unresolved Incidents to appropriate L2 support group

- Log all Incident/Service Request details, allocating categorization and prioritization codes

- Keep users informed about their Incidents’ status at agreed intervals

- Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)

- Provide first-line investigation and diagnosis of all Incidents and Service Requests

- Verify resolution with users and resolve Incidents

- Escalate Major Incidents and unresolved incidents to L2, L3 and/or Problem Manager

- Owns all Incidents and Service Requests throughout the lifecycle

- Document troubleshooting steps and service restoration details

- Create and submit knowledge articles

- Verify resolution with end-users and resolve assigned Incidents

- Compilation of incidents statistics by months, year by problem type by customers (this is a MUST)

- Administration of support portal including customer information maintenance.

- Provide timely notification to customers on products updates.

 

Requirement

- Minimum degree in Information Technology preferably in cybersecurity field

- Technical knowledge in Linux and window server (installing and troubleshooting)

- Self-motivated, able to multi-task and work with minimum supervision

- Able to communicate proficiently in English in both oral and written skills

- 3 to 5 years working experience in related field

 

We offer a competitive remuneration package commensurate with your qualification and experience. Interested candidates are encouraged to email your detailed CV / resume stating your current & expected salary to recruit@silverglobe.com. Please state the position that you would like to apply in the subject line (e.g. Application for the position of “Programmer – Java”).

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