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Job Title: Support Analyst (L1)
Skills- Sailpoint/ IDN/Okta
Duties: • Provide real-time resolution on a wide range of technical and non-technical customer issue
• Deliver in a 24*7 shift mode including night shift
• Monitor cases in Ticketing tool queues and emails.
• Acknowledge the issue receipt to the customer and rope in team members for issue resolution.
• Acknowledge and reach out to requester.
• Look into the reported issue and address it within agreed SLA’s.
• Resolve L1 service requests
• Update Log notes in ticketing tool, reply to customers queries.
• Resolve ticket after selecting relevant resolution categories in ticketing tool and send resolution email to customer. • Incidents and service requests might involve: 1) Participating in customer calls, acknowledging the issue, and providing status to customers. 2) Validation and resets post verifications 3) Config changes as requested 4) Calling and bringing in support team members in customer discussion where ever needed 5) Granting requested access to Users post-approval through email’s and Monitoring tool
* Preferred candidates with good communication skills & good knowledge on cyber security , Identity Access Management, SIEM, Soc.
Location - Pune (Baner)
Shift Timing - 24* 7 (Rotational Shift)
