Description

You will provide Level 1 technical support to end users via voice and non-voice channels.

Responsibilities

• Monitor customer infrastructure using SOPs to identify failures and raise tickets based on priority and severity.
• Follow and update runbooks/SOPs for monitoring, tracking, and coordinating service requests to closure.
• Escalate or route tickets according to OLAs and defined procedures.
• Manage ticket backlogs to ensure SLA compliance.
• Mentor and train new team members on infrastructure, processes, and troubleshooting.

Required Skills

• 5+ years of relevant experience.
• Working knowledge of the ITIL framework and standard helpdesk processes.
• Strong analytical ability to identify and correlate infrastructure failures.
• Basic technical skills in Networking (IP addressing, routers, switches, firewalls).
• Familiarity with Server OS utilities, user management, and patch installation.
• Experience with enterprise storage/backup alert monitoring.
• Basic SQL query creation/modification and understanding of Data Warehouse environments.
• Proficiency with Active Directory, Office 365, and ticketing tools (ServiceNow or Remedy).
• Strong troubleshooting and problem-solving abilities.

Preferred Skills

• Familiarity with infrastructure monitoring tools and Linux command-line operations.
• Knowledge of virtualization technologies and system logs analysis.
• Experience mentoring or providing on-the-job training.

Key Skills

Education

Any Gradute