24/7 technical support: Technical Operations Centre (TOC)
Involves working shifts (including weekends and holidays) as First / Second level technical support for our 24/7 Technical Operations Centre
Monitoring and Maintaining Products and services
Monitoring servers and systems availability and productivity and troubleshoot incoming tickets and alerts, resolve, or escalate issues.
Building reports and dashboards.
Logging, tracking and resolving/ escalating incidents using ServiceNow ticketing tool and maintaining history records and related problem documentation.
Skills required:
Candidate should:
Possess the ability to solve and isolate complex technical business problems with the ability to interact with the people at all levels.
Demonstrate exceptional verbal and written communication skills, communicate effectively with the customers and at all levels of the organization.
Have the ability to understand international accents.
Be able to articulate the response to the customer queries.
Be a Critical thinker and have analytical and problem-solving skills
Have the ability to learn and adapt quickly to new work.
Have organization skills to balance and prioritize work.
Have the ability to work in a team environment.
Technical Skills:
Mandatory skills:
Background in computer science
Understanding of basic IT Infrastructure functioning
Knowledge on Windows
Microsoft 365 Suite Sharepoint, Outlook, Teams, Excel, Word, PPT
Good to have the knowledge of AWS, Cloud (Any projects in AWS and Cloud)
Awareness of Technical Operations Support / Customer Support / Enterprise Product and Support
Incident management
ITIL knowledge
UNIX / Linux Knowledge
Hyper-V or VMWare support, DNS Servers, Terminal Services and Remote Desktops, Web Servers (IIS and Apache).
Active Directory, Windows Server, and network concepts
