Engineer - Cloud & Infra Management

Job Title IT Service Desk Agent

Responsibilities

• First Point of Contact Serve as the initial point of contact for end users seeking technical assistance via phone email or chat
• Remote Troubleshooting Perform remote troubleshooting using diagnostic techniques and relevant questions
• Solution Determination Analyze issues and determine the best solution based on customer details
• Problem Solving Guide customers through problem solving steps
• Escalation Escalate unresolved issues to the appropriate support level
• Documentation Maintain accurate logs of events problems and resolutions
• Feedback Relay customer feedback or suggestions to internal teams
• Improvements Identify process improvements and suggest enhancements

Requirements and Skills

• Experience 1 to 2 years in a help desk or customer support role
• Computer Literacy Understanding of computer systems mobile devices and software applications
• ITIL Knowledge Knowledge of ITIL fundamentals ITIL Foundations Preferred
• Communication Excellent communication skills in English
• Customer Centric Customer oriented and patient
• Education BSc BA Computer Science or a relevant field
• 24x7 eyes on glass monitoring and Email s for OnPrem servers physical Virtual Storage Backup and Network devices APs WLCs Circuits Routers Switches Firewalls F5s These events need to be documented and updated in ServiceNow
• Azure infrastructure dashboard monitoring
• Drive SOP based resolution for issues such as Server disk full Disk errors CPU usage errors Memory errors corrupt OS Boot issues NW device updown backup job failures
• Unauthorized change monitoring via config mgmt tool
• Team will be responsible to monitor failed OS patches perform server reboots and escalation to L3
• ServiceNow ticket creation and escalation to L2L3 Team as appropriate
• Initiate MIM for Critical tickets P1s Major Incidents
• Vendor coordination for hardware issues and RMA with vendors Example Cisco VMWare HyperFlex Nimble Acronis
• Coordinate w ISP for circuit issues restoration Example ATT Comcast Verizon Lumen

Note

• Shift timing will be 247 rotational
• No WFHHybrid options need to report client office from Day1