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 : NEXThink
Good to have skills : NA
Minimum 2 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. This role requires managing support activities remotely and onsite, adhering to established procedures and operational frameworks. The practitioner serves as the main point of contact for users and clients, carefully identifying technical issues and providing timely, effective solutions. Ensuring the stability of services and maintaining high-quality support throughout the day are key aspects of this position, which demands a proactive and responsive approach to technical challenges.
Roles & Responsibilities:
- Expected to perform independently and become an SME.
- Required active participation/contribution in team discussions.
- Contribute in providing solutions to work related problems.
- Collaborate with cross-functional teams to enhance support processes and improve service delivery.
- Document and escalate complex issues to higher-level support or specialized teams when necessary.
- Maintain clear and professional communication with users to ensure transparency and satisfaction.
- Assist in monitoring system performance and identifying potential areas for improvement.
Professional & Technical Skills:
- Must To Have Skills: Proficiency in NEXThink.
- Strong troubleshooting skills related to infrastructure and application support.
- Experience in diagnosing and resolving issues within operating systems and network environments.
- Ability to manage and prioritize multiple support requests efficiently.
- Familiarity with incident management and ticketing systems.
- Good communication skills to interact effectively with users and technical teams.
Additional Information:
- The candidate should have minimum 2 years of experience in NEXThink.
- This position is based at our PDC3B - SEZ location.
- A 15 years full time education is required.
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