L1 Support

5 months ago

Bengaluru, India Quess IT Staffing Full time

**About Us**

“Magna Infotech, now Quess IT Staffing, is India’s largest IT staffing company with over 20 years of experience in staffing IT professionals in 300+ companies across levels and skillsets. Our 10,000+ associates deployed in 80+ cities and towns are proficient in over 500 technological skills. Our associates help enable cutting edge solutions some of the biggest names across industried. Quess IT Staffing is a division of Quess Corp Limited, India’s leading business services provider and largest domestic private sector employer. Quess Corp Limited is - ‘A Great Place to Work’ certified - a testament to our excellent culture, people, and processes.”

**About Company**

**Roles and Responsibility
Job titleL1 Support Engineer

Reports toRathish Gopalakrishnan

Position Location - India

Np
- 15days to Immediate

Job purpose

Is in charge of providing a strong Level-1 support for EcoStruxure platforms in EPT (EcoStruxure Platform Technology) practice.

Duties and responsibilities
- Will be first point of contact for Issues & Requests related to IOT ecosystem.
- Act as a Level 1 Support to provide first level of production support and ensure smooth running of automations within the defined Service Level Agreements.
- Communicate effectively with users, collaborate with stakeholders and colleagues across locations.
- Taking ownership of tickets and driving to quick + effective resolutions within defined Service Operation processes (SLA & OLA).
- Troubleshoot issues and provide resolution or escalate accordingly based on the defined process/guidelines.
- Liaise with other Support teams regarding problem analysis and resolution.
- Prioritize requests effectively and efficiently and work with a sense of urgency as determined by the client or management.
- Accountable for configurations in Production environment done as part of L1 Support activities.
- As part of 24*7 support team, work in Rotational Shift (including night shifts).
- Document the knowledge base and share with team members.
- Learn new Tools/ Technologies as per business requirements.
- Strong adherence towards process orientation.

**Qualifications**:

- A minimum of 2-3 years' experience of Helpdesk support performing Service operations for 24*7 support environment.
- Experienced with RPA Bot monitoring in a global enterprise environment.
- Good understanding of Blue prism and UI path Tools and proficient to perform normal health check up of Bots.
- Experience in troubleshooting and identifying issues in IT environment and remote access tools.
- Ability to perform Connectivity tests of Bots.
- Good logical and analytical skills.
- Strong client driven approach & service oriented.
- Versatile team member with good communication and collaboration skills.
- Exposure to Web Applications, APIs, Cloud technologies (AWS/Azure).
- Experience using ticketing portals like Jira and ServiceNow.
- Able to work with various systems, platforms, operating systems, languages, tools and technologies.
- Adaptability to changing work environment and technologies.
- Willing to enhance skills and knowledge as required.

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