About Us (Ensono)

Ensono is an expert technology adviser and managed service provider. As a relentless ally, we accelerate clients’ digital transformation to achieve business outcomes that stand to last. Our dedicated team helps organizations optimize today’s systems across any hybrid environment with services such as consulting, mainframe and application modernization, public cloud migration and cloud-native development. With certified experts in AWS, Azure and Google Cloud and recognized as Microsoft Datacenter Transformation Partner of the Year, Ensono has over 3500+ associates globally and is headquartered in greater Chicago.

We care about your success, offering comprehensive strategic and managed services for mission-critical applications. Our Advisory and Consulting services can help upfront with an application strategy or find the right places for your applications – whether it’s public, multi or hybrid cloud, or mainframe. And because we span across all mission-critical platforms, we can meet you wherever you are in your digital transformation journey, with 24/7 support when you need it. We are your relentless ally, flexing with you when challenges emerge so you don’t feel stuck in place. With cross-platform certifications and decades of experience, our technology experts have become an extension of your team so you’re continuously innovating – doing more with less while remaining secure. And that’s just the beginning.

 

Job Summary

 

Reporting to the TSS Shift Manager, you will be part of the TSS Level 1 team, supporting Mission Critical infrastructure for Ensono’s clients.   Using your proven communication, analytical, and problem-solving skills you will help identify, communicate, and resolve issues to optimize our clients’ infrastructure.

The 1^st Line Support team is responsible for maintaining and enhancing the service we deliver to our clients by effectively:

• Managing all tickets logged into the queue
• Managing client communication on all assigned tickets
• Managing aging ticket queues to ensure they are resolved in a timely manner
• Conducting proactive and reactive incident and event management
• Reducing the number of repeat issues through root cause analysis
• Building strong client relationships by becoming a point of contact for clients
• Working with internal departments to mitigate client concerns and resolve incidents

 

Your day-to-day role will expose you to a diverse mix of client solutions and multiple vendor technologies including the very latest Cloud technologies. In addition to our online training portal - ‘Ensono University’, you’ll be supported by both internal and external training. Longer term objectives will concentrate on helping you develop the skills and experience necessary for you to progress on your chosen career path.

 

Key Responsibilities

• Respond to client issues received by telephone, voice mail, e-mail and via the customer portal
• Manage and complete scheduled tasks on time
• Ensure effective client communications take place
• Ensure the effective assignment and escalation of incidents to Level 2 and Level 3 support teams where appropriate
• Advise the Team Lead and/or Shift Manager of emerging issues
• Adherence to ITIL processes
• Contribute documentation to the shared knowledge base
• Ensure all changes are documented through the change management process
• Execute change management tasks in line with defined processes
• Take a leading role in the analysis and resolution of problems as raised by the problem management function and by clients
• Assist and mentor team members in Ensono’s structured approach to troubleshooting problems
• Act as a role model and mentor for fellow team members
• Set up client and internal bridge calls as requested
• Proactively reviewing high level problem management
• Shift Working options available for this position
• Install and validate software licenses. ISV, auth code,
• SMF knowledge
• Basic on zOS and MF storage is must. db2, and cics is additional

 

Knowledge

• A basic to intermediate understanding of Mainframe Infrastructure technologies.

• Demonstrable experience of working in an IT infrastructure focused helpdesk role.
• Knowledge of the ITIL framework desirable
• Additional preferred knowledge:  Microsoft office tools and Service Now.

 

Skills

• Excellent customer service skills
• Excellent demonstrable written and verbal communication skills.
• Confidence in liaising with other personnel
• Ability to multi-task and work well under pressure
• Good team working skills essential
• Ability to document processes and procedures in a clear, concise and logical manner.
• ITIL certification desirable
• Able to communicate in groups with confidence and conviction

 

Experience

• At least 12 months experience in an IT role i.e. Helpdesk
• Knowledge of a call management system and its function
• Knowledge of ITIL and its function within IT

 

Shift Timings: 24*7 rotational shift.