Job Title: Command Center Support Specialist
Company Overview:
Pulivarthi Group is a premier global provider of staffing and IT technology solutions, delivering exceptional services tailored to each client's unique needs. We merge expertise with innovation to provide cost-effective, high-quality solutions. Our diverse client base spans healthcare, finance, government, and other industries, reflecting our adaptability and proficiency. Operating in the United States, Canada, and Mexico, we align with clients' cultures, deploy top-tier talent, and utilize cutting-edge technologies.
Job Overview/Summary:
We are seeking a proactive Command Center Support Specialist to provide L1/L2 support and monitor a central command center email. This role involves triaging incoming inquiries, directing requests to the appropriate contacts, and ensuring timely responses. As training progresses, the specialist will gain the expertise to independently resolve common inquiries and provide direct support. Strong communication, problem-solving skills, and attention to detail are key to success in this role.
Responsibilities:
- Monitor and manage incoming inquiries via the central command center email.
- Triage and categorize incoming requests, escalating issues as necessary.
- Direct inquiries to the appropriate teams or personnel for resolution.
- Provide L1/L2 support by troubleshooting and resolving common issues.
- Track and follow up on outstanding issues to ensure timely resolution.
- Document resolutions and maintain an updated knowledge base.
- Collaborate with internal teams to improve response times and efficiency.
- Gain expertise in handling common support issues independently.
- Adhere to service level agreements (SLAs) and response time expectations.
Primary Skills:
- Experience providing L1/L2 technical support or service desk support.
- Strong ability to triage, prioritize, and escalate issues effectively.
- Excellent verbal and written communication skills.
- Attention to detail and ability to track multiple inquiries simultaneously.
Secondary Skills (Good to Have):
- Familiarity with ITSM tools such as ServiceNow, Jira, or similar.
- Experience working in a command center or operations support role.
- Basic knowledge of networking, IT infrastructure, or troubleshooting.
Qualifications:
- Bachelor’s degree in IT, Computer Science, or a related field preferred.
- 2+ years of experience in a helpdesk, support, or command center role.
- Strong problem-solving skills and ability to work in a fast-paced environment.
- Ability to work independently and as part of a team.
Benefits/Perks:
- Competitive salary and benefits package.
- Opportunity to gain hands-on experience in a command center environment.
- Professional development and career growth opportunities.
- Collaborative and dynamic work environment.
