Remote Technical Troubleshooting & Support o Branch applications and POS systems.
o Network connectivity (LAN/WAN, routers, switches).
o 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 o Handling incidents, service requests, and problem tickets in ServiceNow with the defined SLA o Logging, tracking, and resolving Synovus application, system, and infrastructure issues as per SOP o Vendor coordination, validation and assisting the deployment team during any changes using Synovus defined Vendor Management process