Job Overview
As a TrueSight Orchestration L1 Support Engineer, you will be the first point of contact for customers experiencing issues with the TrueSight Orchestration platform. Your primary responsibilities include troubleshooting basic issues, managing incident tickets, and escalating complex problems to higher-level support. You will work closely with customers and internal teams to ensure that issues are resolved promptly and efficiently.
Responsibilities And Duties
1. Monitoring and Incident Management:
- Monitor TrueSight Orchestration environments for alerts, warnings, and critical events.
- Respond to incident tickets raised by users or monitoring systems.
- Ensure timely acknowledgment, triage, and resolution of incidents in line with SLAs.
- Troubleshooting:
- Perform initial diagnosis and troubleshooting of TrueSight Orchestration issues.
- Identify and resolve basic connectivity, performance, and configuration issues.
- Collect and analyze logs to determine the root cause of problems.
- User Support:
- Provide first-level support to users and customers, including answering queries and providing guidance on TrueSight Orchestration usage.
- Assist users in resolving basic issues related to workflows, processes, and automation tasks.
- Escalation:
- Escalate unresolved or complex issues to L2 or L3 support teams, providing detailed incident documentation and troubleshooting steps taken.
- Collaborate with higher-level support and engineering teams to resolve issues.
- Documentation and Reporting:
- Maintain accurate records of all incidents, including details of the problem, troubleshooting steps, and resolution.
- Generate regular reports on incident trends, recurring issues, and system performance.
- System Health Checks:
- Perform routine health checks on TrueSight Orchestration environments.
- Ensure that all services, processes, and integrations are functioning as expected.
- Continuous Improvement:
- Identify opportunities to improve monitoring, automation, and incident management processes.
- Participate in training sessions to stay updated on the latest features and best practices for TrueSight Orchestration.
Qualifications
Education level.:- MSC in Computer Science / BE / Btech in Computer Engineering
Experience:- 2 to 3 Years experience in System
Primary/Mandatory skills:- Microsoft Windows OS knowledge, Linux Basics commands knowledge
Secondary/Additional Preferred skills:- Certification in any Computer field
