Providing L1/L2 support to our global clients 24x7.
Monitoring and Analysing data flow into the live system.
Troubleshooting issues in Servers/Virtual Machines and making sure the availability of data.
Software deployment, configuration and update when required.
Handling customer technical support cases and resolving client issues within SLA through Ticketing system/Email/Call.
Identify & escalate issues to appropriate team based on client specification.
Quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures.
Document issues and procedures in knowledge base.
Maintain detailed records of reported issues, escalations and resolved issues.
Follow troubleshooting procedures to resolve the reported issue to help both clients and end users have an uninterrupted operation.
Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
Maintain detailed records of daily interactions with customers, reported issues, and completed solutions along with any further actions required of management.
Follow standard processes and procedures.
Qualifications
Graduate with minimum 3+ years experience in technical support (Preferably Computer science graduate)
Strong communication skills and ability to remain calm and professional in all circumstances.
Excellent written and verbal communication skills.
Basic system and application troubleshooting knowledge is a must.
Hands on experience in Jira or any Ticketing system.
Experience in handling virtual machines and servers remotely.
Experience in application support & software deployment.
Basic knowledge in MS office is mandatory.
Exposure to machine learning, Azure environment, data monitoring, SQL scripting will be an added advantage.
Candidates from Oil and Gas industry preferred.
Multi-tasking capabilities, effective listening and understanding.
Competencies
Exemplary Attendance and Punctuality
Focuses and guides self and team members in accomplishing work objectives.
Interacts with others in a way that gives them confidence in ones intentions and those of the organization.
Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or task
Employement Category:
Employement Type: Full time Industry: IT - Hardware / Networking Role Category: Network / System Administration Functional Area: Not Applicable Role/Responsibilies: Technical Support Analyst