Job Description
Responsibilities
Ticketing, Queue, and SLA Management
· Manage incoming cases; monitor queue health; 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.
· Configure hosted/terminal-style sessions (key mappin...
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