Incident Lifecycle Management (ILCM)

Overview

Provides Tier 1 and Tier 2 technical support, resolving incidents and supporting L1 and L2 agents on client incidents, requests and queries.

What you'll do

• Provide Tier 1 and Tier 2 support.
• Troubleshoot and resolve complex issues, including supporting maintenance of hardware and software, client proprietary, COTS and Unisys applications.
• Troubleshoot and resolve issues with voice communications and voicemail systems.
• Assist with resolution of issues with network connectivity, printing and remote access to desktop equipment.
• Identify root causes of problems and take responsibility for timely solutions; escalate unusual or complex problems to higher levels for resolution.
• Communicate problem, resolution and root cause information to technical and non-technical users to help prevent future recurrence.
• Support L1 and L2 support agents with ongoing day-to-day questions related to client incidents, requests and queries.
• Use problem-solving and analytical skills to effectively resolve challenging incidents.

What you'll need

• High School Diploma or GED required.
• May require technical certification or Associate Degree.
• Generally, 2-4 years' experience in area of responsibility.