Infra Tech Support Practitioner
Project Role Description : Provide L1–L2 technical support for infrastructure, systems, and applications in production and development environments, both remotely and onsite, following defined operating models and processes. Act as the primary interface with users/clients to accurately diagnose issues and deliver effective resolutions across infrastructure, operating systems, networks, and application platforms, ensuring service stability and quality support.
Must have skills : Contact Center Technology Capabilities
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
As an Infra Tech Support Practitioner, a typical day involves delivering first and second level technical assistance for infrastructure, systems, and applications across both production and development settings. The role requires working closely with users and clients, either remotely or onsite, to identify and resolve technical issues efficiently. This position ensures the smooth operation and stability of various technology platforms by following established procedures and operating models. The practitioner acts as a key point of contact, balancing multiple tasks to maintain service quality and support continuity throughout the day.
Roles & Responsibilities:
- Expected to be an SME, collaborate and manage the team to perform.
- Responsible for team decisions.
- Engage with multiple teams and contribute on key decisions.
- Provide solutions to problems for their immediate team and across multiple teams.
- Coordinate with cross-functional groups to streamline support processes and improve response times.
- Mentor junior team members to enhance their technical capabilities and problem-solving skills.
- Monitor and report on infrastructure performance metrics to identify potential issues proactively.
Professional & Technical Skills:
- Must To Have Skills: Proficiency in Contact Center Technology Capabilities.
- Strong knowledge of infrastructure components including servers, networks, and operating systems.
- Experience in troubleshooting and resolving technical issues in production and development environments.
- Ability to work with various application platforms and understand their integration within the infrastructure.
- Familiarity with remote support tools and techniques to assist users effectively.
- Excellent communication skills to interact with users, clients, and multiple technical teams.
Additional Information:
- The candidate should have minimum 7.5 years of experience in Contact Center Technology Capabilities.
- This position is based at our Pune office.
- A 15 years full time education is required.
Pune
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