L1 Support Engineer (Standard)

Infogain

Required skills

Website: infogain.com
Job details:
Roles & Responsibilities

Job Responsibilities

Primary point of contact for the customer for any issue.
Answer, evaluate and prioritize incoming telephone calls, email and system generated request for assistance from customers experiencing problems.
Work as a service desk handling customer issues with full accountability till resolutions.
Monitor the health of Servers (UNIX and Windows), network devices (Routers and Switches), PaaS services and applications spreading across at different geographical locations on 24*7 basis.
Raise severity of alarms as per defined guidelines and having ownership of the issue till its resolution.
Recognize problems, research, resolve and follow-up for routine customers problems. Refer more complex problems to supervisor or technical staff.
Troubleshoot and resolve the alarms/alerts as per defined procedure and escalate unresolved alarms to tier2 or tier3 groups for further investigation and troubleshooting.
Ensure that correct resolutions are discovered and involve appropriate parties in resolving problems when needed.
Perform timely follow-up on incidents to ensure timely resolutions and customer satisfaction.
Adhere to SLA and process as per the project needs.
Access knowledge bases and SOP’s to aid in incident resolution.
Log and track all tasks using ticket tracking system.
Work independently and maintain a high degree of professional conduct at all times.
Handle Conference Bridge as a facilitator to get high priority/potential high priority incidents & problems resolved within SLA.

Candidate Profile

Education: BE/B-Tech/MCA/B.Sc. IT/BCA any IT Technical graduation level degree is a MUST.
Experience: 1 to 2 Years.

Knowledge And Skills (Mandatory)

Excellent communication skills both oral and written.
Ability to do multi-task like monitoring, ticket update, live update on on-going bridge, etc.
Strong knowledge about ITSM based monitoring and ticketing tools.
Strong knowledge about ITSM process like incident management, change management, problem management.
Good knowledge about Windows/Linux server, Networking, Databases and application functionality.
Ability to work as a facilitator on major incident conference bridge.
Able to provide update to high profile customers stakeholders during call or live conference bridge.
ITIL certified with good knowledge of ITIL foundation.

Knowledge And Skills (Optional / Good To Have)

Experience

Skills

Primary Skill: Service Desk Agent
Sub Skill(s): Service Desk Agent
Additional Skill(s): Servicenow, Cloud Service Desk Agent, Infrastructure Support L1, Managed Services-L1 Support

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