Cross Technology Support Expert

2 days ago

Mumbai, Maharashtra, India beBeeCommunication Full time US$ 65,000 - US$ 1,15,000
Job Summary

We are seeking a skilled IT professional to join our team as a Cross Technology Managed Services Engineer.

This role involves providing first-line support for clients, ensuring their IT infrastructure and systems remain operational. You will be the first point of contact for our clients, and your aim is to ensure zero missed service level agreement conditions.

  • You will monitor client infrastructure and solutions, identifying problems and errors before or as they occur.

In this role, you will work across two or more technology domains, such as Cloud, Security, Networking, Applications, or Collaboration. Your day may include updating existing knowledge articles or creating new ones, seeking opportunities for work optimization, and supporting project work as needed.

You will contribute to disaster recovery functions and tests, ensuring our clients' data is safe and sound.

Shift changes are made seamless with your careful handovers, ensuring service continuity. You will report and escalate incidents when necessary and strive for efficient, comprehensive resolutions of incidents and requests.

Requirements
  • Entry-level experience with troubleshooting and support in security, network, data centre, systems, or storage within a medium to large ICT organization.
  • BASIC knowledge of management agents, redundancy concepts, and ITIL processes.
  • Highly disciplined in handling of tickets on day-to-day basis. Act promptly as per defined Sops.
  • Try to resolve as many tickets as possible using available Knowledge articles or provided Sops.
  • Good understanding of using ITSM tools.
  • Skill in planning activities and projects in advance and adapting to changing circumstances.
  • A client-centric approach, understanding their requirements and ensuring a positive experience throughout their journey.
  • Ability to communicate and work across different cultures and social groups.
  • Proficiency in active listening techniques and refraining from interrupting.
  • A positive outlook at work, even in pressurized environments.
  • Willingness to work hard and put in longer hours when necessary.
  • A bachelor's degree or equivalent qualification in IT or Computing (or demonstrated equivalent work experience).

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