
Infrastructure Support Technician
1 day ago
The role of a Technical Support Specialist is to monitor and report on server performance, ensuring task completion and resolving technical errors. This involves regularly monitoring vital server parameters such as CPU, memory, and log size.
- Report performance issues to the relevant teams if thresholds are exceeded.
- Monitor scheduled tasks and rerun them in case of failures.
- Report technical errors to L2/L3 teams for resolution.
- Stay updated with email, Teams channels, and ticketing systems for new items/tickets.
- Provide initial responses to tickets and gather more details from business/end users or other teams when required.
Required Skills and Qualifications
- A minimum of 3+ years of customer-facing experience.
- L1 level infrastructure support management for at least 3 years.
- Support experience with SailPoint or IAM systems is an advantage.
- Strong written and verbal communication skills.
- Technical background in Java and scripting is a plus.
Key Performance Indicators (KPIs)
- Validation of customer issue resolutions.
- Accurate logging and reporting of technical issues.
- Effective communication with customers and internal teams.
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