Technical Support Specialist

7 hours ago


Pune, Maharashtra, India Fujitsu Full time
Job Summary

Fujitsu is seeking a highly skilled Service Desk Expert to join our team. As a key member of our service desk, you will provide technical support to our clients, analyzing and resolving complex technical issues related to our Student Information System.

Key Responsibilities
  • Analyze and resolve technical problems for School Districts using knowledge base and network analysis tools.
  • Act as technical resource for Level 1 staff in troubleshooting, diagnosing, and resolving incidents for all aspects of the SIS application.
  • Manage tickets and customer expectations to meet operational SLAs.
  • Provide SIS guidance to School District clients.
  • Work with Agile feature teams to resolve SIS related problems.
  • Maintain confidentiality and document problems and resolutions for future reference.
  • Create and update standard operating procedures, FAQ, troubleshooting, and knowledge base articles.
Requirements
  • 3-4 years of experience in a service desk environment.
  • 1 year of Level 2 service desk support experience (MPLS network environment preferred).
  • ITIL Certification or experience with ITIL and ITIL based ticketing systems.
  • Familiarity with ServiceNow, Aspen, and WordPress.


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