Kinjal Panchal

Technical Support Engineer

ingolstadt

Followers

Following

At STL, a leading provider of software solutions for the telecom industry, I am a
senior technical support specialist with a bachelor's degree in information
technology and a certification in Symphony AI ITSM, a cloud-based IT service
management tool. I am passionate about troubleshooting complextechnical issues,
improving software usability and functionality, and delivering exceptional service to
our clients.
In my current role, I collaborate with cross-functional teams, including developers
and product managers ,to identify and resolve customer problems, using ITSM tools

Careers

T E C H N I C A L S U P P O R T S P E C I A L I S T

Sterlite Technology

Full time02/2020 - 03/2024

Provide End to End User IT support for ITSM and ITAM tools and Summit Administrator.
Performing a task related to software Delivery, Software Whitelisting and Blacklisting ,User
Authorization using SSO Login to system,
Category and form field creation, Maintain product catalogue, Configuring SR workflow,
managing Tickets SLAs, BI Report Creation, and Managing all kinds of configurations and
changes related to IM, SR, CM, and KM.Deployment and development of Incident
Management, Service request management, asset management(Including agentless discovery
and RDP), and Knowledge management for a new location.
Troubleshooting, diagnosing, and resolving issues. Collaborate with cross-functional teams,
including developers and product managers, to identify and resolve complex technical
problems.
Develop and maintain technical documentation, including knowledge base articles and user
manuals. Conduct training sessions for clients and internal teams. Utilize ITSM tools such as
Symphony Summit and Zendesk to manage support tickets and track SLAs.-Troubleshooting,
diagnosing, and resolving issues.

Education

Gujarat Technology Univercity

Information Technology

07/2015 - 09/2018Bachelor's DegreeClass of 2018

Welcome to Outdefine

A free tokenized community dedicated to connecting global tech talent with remote job opportunities. Our platform is designed to help you connect, learn, and earn in the tech industry while providing the chance to collect DEF tokens. Join our vibrant community today and explore a world of possibilities for your tech career!

Join for free

Skills

Problem-solvingSQLMySQLITSM Service ManagerSupport EngineerGithubJavascriptProblem solverEnhancement of product

Experience3-5 years

Hourly rate$45/hr

Open to

hybridremoteonsite