Job Description

Responsibilities

Ticketing, Queue, and SLA Management

  • Manage incoming cases; monitor ticket system queue, resolve within SLAs.

  • Review pending/aged tickets to prevent SLA breaches; escalate as needed.

  • Maintain ticket hygiene: accurate categorization, detailed notes, clear next actions.

    • User Support and Troubleshooting

  • Provide support via email, phone, and remote sessions for application, access, and connectivity issues.

  • Implement workarounds and permanent fixes; coordinate callbacks/voicemail return.

  • Guide users through client VPN setup and connectivity validation; update entitlements/policies as required.

    • Access, Identity, and Environment Setup

  • Administer users across production and UAT/cert (create/disable/update, roles, groups).

  • Perform password resets and SSO troubleshooting across applications/regions.

  • Confi...

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