FASTTEK GLOBALpowered by Fast Switch - Great Lakes
Sholinganallur, Chennai
User Support Practitioner #1023501Job Description:
- Part of 24x7 support for Incident management team.
- This Technical Support Engineer is responsible for providing technical assistance to customers and internal teams, diagnosing and resolving issues, and ensuring the smooth operation of software, hardware, and systems.
- They will act as the first point of contact for technical inquiries and are expected to have strong problem-solving, communication, and customer service skills
Key Responsibilities:
- Troubleshooting and Diagnosis: Identifying the root cause of technical issues, whether hardware, software, or network related.
- Customer Support: Providing technical assistance to customers via phone, email, chat, or in-person.
- Root Cause Analysis: Conducting in-depth investigations to prevent future issues.
- Documentation: Maintaining accurate records of issues, solutions, and resolutions in a knowledge base or ticketing system.
- Collaboration: Working with various teams, including development, engineering, and product management, to resolve issues and implement improvements.
- System Monitoring: Continuously monitoring system performance and proactively addressing potential problems.
- Escalation: Knowing when and how to escalate complex issues to higher-level support teams.
- Meeting SLAs: Adhering to service level agreements (SLAs) for response and resolution times
Skills Required:
- Ample knowledge and experience in Incident and Problem Management
- Good understanding in ITIL concepts and modern support models
- Good understanding and hands on ITSM tools and CI-CD Pipelines
- Hands on experience on the automation activities and related tools (Autosys, Control-M, ActiveBatch etc.)
- Hands on experience in scripting languages such as Python, Power Shell, Java, Javascript, JSON etc.
- Ability to understand the customer requirements thoroughly and finish the work independently
- Strong understanding in the modern DevOps tools and concepts
- Strong understanding in the cloud environments and services
Skills Preferred:
- Experience on observability tools such as DataDog, Dynatrace, Splunk, Quantum Metric, Teams etc. Will be a plus
- Experience or certification in GCP, SRE, ITIL etc. is a plus
- Good demonstration and presentation skill
- Excellent communication skill, quick learning ability, self confidence
Experience Required:
- More than 5 years of experience in IT Infrastructure support
Education Required:
- Bachelors degree in IT or related field ( BCA / BTech)
Additional Information :
- Willingness to work for 24x7 support model in rotating shifts