Support Engineer
CurrentEfficiently triaging and resolving daily client incidents and service requests while adhering to SLAs. Categorize and route tickets to relevant teams, proactively monitor the dashboard for alerts, and create knowledge articles to enhance team collaboration and user empowerment. Ensures transparent communication with clients about planned maintenance and outages, while using in-house tools and logs to investigate issues and provide descriptive responses. Taking customer-centric approach and commitment to continuous improvement contribute to maintaining a robust IT infrastructure and exceptional IT support services.