TECHNICAL LEAD - Network Troubleshooting

Job description

Job Description • Remote Technical Troubleshooting & Support • Branch applications and POS systems. • Network connectivity (LAN/WAN, routers, switches). • Printers, scanners, and general peripherals • Monitoring of the IT infrastructure as per the SOP • Follow Runbook/SOP to resolve event alarms • Assigning the tickets to the identified queues or members based on Synovus defined SOP/procedure • Incident, Service Request, Problem and Change Management • Handling incidents, service requests, and problem tickets in ServiceNow with the defined SLA • Logging, tracking, and resolving Synovus application, system, and infrastructure issues as per SOP • Vendor coordination, validation and assisting the deployment team during any changes using Synovus defined Vendor Management process