Analyst - Command Center

2 weeks ago

Chennai, India Lennox International Full time

Company Profile:

Lennox (NYSE: LII) Driven by 130 years of legacy, HVAC and refrigeration success, Lennox provides our residential and commercial customers with industry-leading climate-control solutions. At Lennox, we win as a team, aiming for excellence and delivering innovative, sustainable products and services. Our culture guides us and creates a workplace where all employees feel heard and welcomed. Lennox is a global community that values each team member's contributions and offers a supportive environment for career development. Come, stay, and grow with us.

Job Description:

  • Experience in providing technical support to customers via telephone, email and chat.
  • Experience in handling inbound calls for international customers, preferably from US or Canada.
  • Hands on experience in diagnosing and resolving issues relating to general computer problems, printing, VPN connectivity, email clients, network drives, company websites, software applications, hardware, etc.
  • Hands on experience in resolving commonly reported issues with Office365 desktop and mobile applications.
  • Experience in unlocking user accounts and performing password resets either directly via Active Directory or using an Enterprise Identity Management system.
  • Hands on experience in handling a minimum of 25-30 calls per day and documenting the incidents in a ticketing system.
  • Experience in identifying and escalating major incidents to the appropriate support teams as defined in the major incident management process.
  • Experience in monitoring the availability and uptime of production systems, infrastructure devices and business critical applications using diversified monitoring tools.
  • Hands on experience in any IT monitoring tools like SolarWinds, Splunk, Dynatrace, etc.,
  • Hands on experience in User access provisioning and SAP role provisioning.
  • Experience in creating documentation with step-by-step instructions on how to resolve some of the most common computer problems.
  • Flexible to work in a 24/7 & rotational shift pattern (including weekends); shift rotation will be monthly.
  • Should possess excellent Communication Skills - verbal and written.
  • Knowledge and/or experience in ServiceNow application will be an added advantage.
  • Should be willing to work in the contract position for a minimum of 2 years

Qualifications:

Requires a bachelor's degree or an equivalent combination of education and experience. Requires at least 4 - 7 year related experience.

Demonstrates detailed user knowledge of assigned applications. Requires broad understanding of systems, applications and their interactions. Must be able to communicate effectively with both end users and IT staff. Shows excellent trouble-shooting abilities. Possesses excellent verbal and written communication skills.

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