Operations Processing Senior Associate

Designation - Technical Support Specialist (L1)

Language Requirement – English (Verbal & Written)

Job Description: The primary responsibility of L1 support is to handle basic queries and resolve straightforward issues. These could include password resets, software installations, and general troubleshooting. Offering a quick and accessible solution for common IT-related problems. And, well prepare reports in MS Excel using advanced dashboards along with good MS Power Point presentation skills.

• 3 to 5 years prior experience in a technical support role
• Experience in help desk/call support etiquettes.
• Strong problem solving, priority setting, and collaboration skills.
• Attention to detail.
• Adaptability to changing work environment and technologies.
• Should have Good communication skills (listening, writing and speaking)
• Be aware of customer SLA's and escalate issues if cases are taking too long to resolve.
• Experience (2+ years) with ITIL processes including Incident, Problem, Change, Knowledge and Event Management.
• Proficiency in computer usage, internet, and Microsoft Office suite of applications (Outlook, Word, Excel, PowerPoint, Etc.)
• Must have MS- Office skills (Excel , PowerPoint) to build presentations and advanced dashboards.
• Bachelor's Degree in related field.

Technical Skills:

• Should have a hands-on experience and Level one Knowledge of operating system Linux and Windows OS.
• Understanding of the following monitoring concepts: Infrastructure, systems, and Application health, system availability, latency, performance, and end-to-end monitoring.
• Should have basic understanding of Amazon AWS or Microsoft Azure portal.
• Diligently observe and interpret cloud monitoring dashboards and alerts.
• Resolve basic issues; escalate urgent and complex issues. Know the difference.
• Basic/Intermediate knowledge of Microsoft AD, DNS, Group Policies)
• Basic knowledge/experience with Networking and troubleshooting (TCP/IP, DNS, DHCP, tracert, LAN)
• Basic knowledge of Virtualization likewise VMWARE/HYPER-V/Citrix.
• Contribute to technical knowledge base.
• Preferred if having MCSE/MCSA certifications OR AWS/AZURE certification.

Work Timings: Flexible to operate in 24/7

Job Type: FTE

Work Location: Gurugram, Haryana

Environment: Work From Office and Hybrid.