Job Description

Role:Cloud Infrastructure Services

Requirements:

  • Learn infrastructure domain components, common tools and application used. Learn cloud basics.
  • Ability to understand the client query and provide hardware / software / network problem diagnosis / resolution via telephone/email/chat 
  • Ensure every issue/request is logged in the Ticketing tool without any lapses.  
  • Provide first Level remote support and IT related services to end users based on SOPs within agreed SLAs  
  • Route tickets to internal 2nd and 3rd level IT support staff appropriately 
  • Use the ITIL Framework to document and manage Incidents and work requests. 
  • Assign Service Requests / incidents to appropriate support teams and follow up until closure.  
  • Educate Users about Self-help articles, best practices thus creating awareness about IT systems usage. 
  • Co-ordinate with Level 2 teams durin...

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