Job Description

Work in a 24x7 environment to provide support to all Allscripts associates on Calls and Chats. Provide incident acceptance, qualification/diagnosis, incident resolution, incident escalation and investigation, knowledge creation, request fulfilment. Act as a command center for major incidents for all Infra and application components. Proactively monitor and co-relate server, network, applications, security and facilities components to prevent and promptly address any failures. ESSENTIAL FUNCTIONS/MAJOR JOB RESPONSIBILITIES Provide incident acceptance, qualification/diagnosis, incident resolution, incident escalation and investigation, knowledge creation, request fulfilment Act as a command center for major incidents for all Infra and application components. Independently resolve L1 and L2 issues around Windows, Windows Server, Distributed File System, Active Directory, Mac OS, Microsoft Exchange, ServiceNow, Oracle Finance, Quoting and HR, CA PPM and several other enterprise apps Create knowledge articles based on user queries. Support users on call and chat in a 24x7 environment working rotational shifts. JOB REQUIREMENTS Education Education Level Education Details Required/Preferred Bachelors Degree Preferred Work Experience Experience Experience Details Required/Preferred 2-5 years relevant work experience Preferred Certifications Licenses/Certifications Licenses/Certification Details Required/Preferred Comptia A+ Preferred Comptia N+ Preferred Windows 10 Preferred ITIL Foundations Preferred Knowledge, Skills and Abilities Very strong understanding of troubleshooting Windows and Windows based applications Strong understanding of monitor, support and troubleshoot network and server issues. Strong understanding of Windows Server and Cisco Networking Entry level understanding of Citrix VDI, Morpheus and VMWare Entry level understanding of Active Directory, Microsoft 365, Exchange, Antivirus, Phishing and Backup solutions Entry level understanding of supporting Project management solutions (CA PPM Oracle), HCM and SCM Solutions, Strong experience of working on and supporting ITSM solutions (ServiceNow). User provisioning and provide support to end users on the same. Strong experience of working on and supporting ACD solutions (PureCloud). User provisioning and provide configuration support to end users on the same.

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