Infrastructure Support Engineer

2 weeks ago

bangalore, India Infogain Full time

Infrastructure Support Engineer (Standard) with skills AD DC DHCP DNS, Infrastructure Support L1, VMWare, Infrastructure Support, System Administrator, Managed Services-Databases, Managed Services-L1 Support, Managed Services-Linux, Managed Services-Network for location Any Infogain Base Location (Noida, Gurugram, Bangalore, Mumbai, Pune)

Posted on: June 13, Share on Linkedin Share on Twitter Share on Facebook

ROLES & RESPONSIBILITIES

Responsibilities: Agent receives and tracks trouble tickets, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved/closed out within the SLA s in the ticketing system. Provides telephone support to end-users on hardware, XStore , ORPOS software and other store system related issues. Tracks, takes ownership of issues, Resolves issues and promotes end-user satisfaction; tracks activities of technical support specialists to whom tickets were assigned. Works with Level 3 and other escalation points to resolve technical issues. Provides Remote Access Support through various VPN connections. Provides a high level of customer service in a fast-paced environment with phone calls, emails, and messaging. Follows up with existing tickets/inquiries, as appropriate. Accurately classifies and records details of inquiries into a web-based ticketing system. Effectively manages/prioritizes time to ensure that minimum Service Levels are met and/or exceeded.

Must Have:

· Strong team player Excellent written and verbal communication skills.

· The ability to learn quickly and independently.

· Be passionate about helping people and resolving issues.

· Initiative to use available solution articles and resources to solve problems and take ownership of ticketed issues.

· Must be self-directed at troubleshooting issues; understand documented service levels and know when/who to escalate an issue to the next level of support.

· Strong interpersonal skills are required. Ability to understand that user s needs are just as important as uncovering the technical solution.

· Strong attention to detail, organizational skills and ability to follow-through.

Required Skills:

· Minimum of 3 years’ experience in a customer/user support role.

· Troubleshooting skills required.

· Strong interpersonal communication and customer service skills

· Ability to quickly learn business applications and apply this knowledge to assist end users.

EXPERIENCE

3-4.5 Years

SKILLS

Primary Skill: Infrastructure Support Sub Skill(s): AD DC DHCP DNS, Infrastructure Support L1 Additional Skill(s): VMWare, Infrastructure Support, System Administrator, Managed Services-Databases, Managed Services-L1 Support, Managed Services-Linux, Managed Services-Network

ABOUT THE COMPANY

Infogain is a human-centered digital platform and software engineering company based out of Silicon Valley. We engineer business outcomes for Fortune companies and digital natives in the technology, healthcare, insurance, travel, telecom, and retail & CPG industries using technologies such as cloud, microservices, automation, IoT, and artificial intelligence. We accelerate experience-led transformation in the delivery of digital platforms. Infogain is also a Microsoft (NASDAQ: MSFT) Gold Partner and Azure Expert Managed Services Provider (MSP).

Infogain, an Apax Funds portfolio company, has offices in California, Washington, Texas, the UK, the UAE, and Singapore, with delivery centers in Seattle, Houston, Austin, Kraków, Noida, Gurgaon, Mumbai, Pune, and Bengaluru.

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