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Service Desk Agent II

4 weeks ago

Chennai, India CBTS Full time

CBTS serves enterprise and midmarket clients in all industries across the United States and Canada. CBTS combines deep technical expertise with a full suite of flexible technology solutions--including Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, CBTS delivers comprehensive technology solutions for its clients' transformative business initiatives. For more information, please visit .


OnX is a leading technology solution provider that serves businesses, healthcare organizations, and government agencies across Canada. OnX combines deep technical expertise with a full suite of flexible technology solutionsincluding Generative AI, Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, OnX delivers comprehensive technology solutions for its clients' transformative business initiatives. For more information, please visit .




Job Purpose:
The Service Desk Agent Level 2 provides in-depth technical support and serves as an escalation point for Level 1 agents. This role requires problem-solving expertise and knowledge-sharing to enhance team efficiency while ensuring incidents and service requests are resolved within SLAs.

Essential Functions:

  • Serve as an escalation point for Level 1 agents on complex technical issues.
  • Troubleshoot and resolve incidents related to networking, VoIP, Microsoft applications, and business systems.
  • Document and track detailed ticket activities until resolution.
  • Collaborate with teams to diagnose and resolve recurring technical issues.
  • Create knowledge base entries for repeatable solutions.
  • Make outbound calls to customers as part of incident resolution.
  • Monitor system alerts and proactively address potential issues.

Education & Certifications:

  • High School diploma required.
  • ITIL Foundations Certification is required.
  • CompTIA Net+, CCENT preferred.
  • CCNA desired.

Experience:

  • 3+ years of experience in a Service Desk or technical support environment.

Special Knowledge, Skills, and Abilities:

  • Strong understanding of networking fundamentals, Windows OS, and Office applications.
  • Excellent customer service, communication, and conflict resolution skills.
  • Experience with ServiceNow or similar ITSM platforms.
  • Ability to work independently and remotely when required.

From Vidhya - strong networking foundation skills would be preferred. if he has experience in NOC Monitoring and call handling, its best.

just to add in JD skill, Handle customer Inbound and outbound calls to customers as part of incident resolution.



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