L1 Technical Support

Role:

Location:

Shift:

Experience range:

Must Have's:

Requisition Description: -

1. We are seeking an experienced L1 Engineer to join our team at Indore location.
2. The ideal candidate will have proven experience working in a 24/7 support environment and a strong background as a Production Support Engineer or in a similar role.
3. The candidate should possess basic/intermediate knowledge of IT infrastructure, including networks, servers, and databases, and be proficient in troubleshooting both hardware and software issues.
4. Certification in relevant technologies such as ITIL, Microsoft, Linux admin or Cisco is a plus.
5. This role requires excellent communication and interpersonal skills to effectively interact with end-users, gather additional information about reported issues, and provide clear and comprehensive explanations of technical solutions.
6. The candidate should be well-versed in Linux operating systems, have experience in providing production support for end customers, and be skilled in deploying applications in production environments.
7. Additionally, the candidate should have experience working at customer locations and using monitoring tools and practices to ensure system performance and reliability.

Roles and responsibilities: -

Primary Skills: -

• Basic Linux Knowledge: -

  Familiarity with Linux operating systems, including basic commands and file system navigation.

• Production Support: -

  1-4 years of experience in providing production support for end customers. Troubleshoot and resolve production issues in a timely manner.

• Deployment: -

  Skilled in deploying applications in production and other environments. Ensure smooth and error-free deployment processes.

• 24/7 Support: -

  Comfortable working in a 24/7 support environment. Prior experience in providing 24/7 support.

• Monitoring: -

  Well-versed in monitoring tools and practices. Ensure system performance and reliability.

• Customer Support: -

  Strong communication skills to interact with end customers. Provide basic troubleshooting support.

• Documentation: -

  Document issues, resolutions, and standard operating procedures. Maintain accurate and up-to-date records.

• Ticketing Systems: -

  Experience with ticketing systems like JIRA, ServiceNow, or similar. Manage and resolve tickets efficiently.

• Problem-Solving Skills: -

  Basic problem-solving skills to handle common issues. Escalate complex problems to higher levels.

• Server Management: -

  Experience in managing physical servers, including setup, OS installation, maintenance, and troubleshooting.

• On-Site Experience: -

  Experience working at customer locations. Provide on-site support and ensure customer satisfaction.

Secondary Skills: -

• Time Management: -

  Manage multiple tasks and prioritize them effectively to meet deadlines and service level agreements (SLAs).

• Customer Service Orientation: -

  Focus on providing excellent support and maintaining a positive relationship with users and clients.

• Basic Scripting: -

  Knowledge of basic scripting (e.g., Bash, Python) to automate routine tasks.

• Adaptability:

  Adapt to new tools, technologies, and processes as the production environment evolves.

• Stress Management: -

  Remain calm and effective under pressure, especially during critical incidents.