Tier 2 IT Support

3 weeks ago


india CGI Full time

Position Description:

CGI is seeking Tier 2 IT support professionals to be based with our operational staff in India in support of the worldwide deployment of a custom CRM system built on Microsoft Dynamics and Power Pages. Candidates should have experience with functional troubleshooting of end-user and integration issues, with a focus on rapid issue resolution and accurate/efficient escalation to Tier 3 technical teams as required. Position requires a strong aptitude for learning end-user business processes, outstanding communication skills, and a focus on continuous improvement/optimization of support processes.

Your future duties and responsibilities:

Work directly with operational and Tier 1 support staff on location in India and remotely with other centers. Troubleshoot and validate support issue escalated both internally and from end-user Tier 1 support. Identify and implement both short-term workarounds as well as required software and data fixes, and track progress of assigned tickets to handoff or closure. You will be required to collaborate with both onsite and remote staff across multiple time zones.

Required qualifications to be successful in this role:

Outstanding written and verbal communication skills, ability to work in a face-paced environment, with demanding timelines and focus on meeting/exceeding SLA metrics. Experience troubleshooting enterprise-level systems and working with distributed teams. Proven track record of learning, documenting, and supporting new business processes.
Desired qualifications/non-essential skills required:
Experience with enterprise-level ticketing workflow applications such as Jira or ServiceNow. Familiarity and or certification in management frameworks such as SAFe or ITIL.

Skills:

Help Desk/IT Services

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