Desktop Support Technician

3 days ago

Kolkata West Bengal, India Rex Tec Full time

**Ll Support (SOR 13)** L1 support role work as an intermediate level between Help desk, Network monitoring team/Transmission NOC/Field/DC and L2 support. The Level 1 Support role maintains "ownership" of all network event raised incidents throughout their lifecycle (except hierarchical escalations) Responsibilities: Own all the incidents raised by network monitoring team. Till resolution unit is identified, when co-ordination required between units to resolve the incidents Categorizes and prioritizes incidents and service requests (Note: Help desk set the priority when interaction is created for customer related ticket. Interaction priority will be copied to incident priority. L1 analyst ensure that Incident has correct categorization and priority before investigation and resolution phase) Determine whether a Known Error has been identified for this issue, and if there is an identified workaround Routes incidents to relevant L2 teams and regional teams Enrich the incident with additional data. Isolate and diagnose the incident in order to find a resolution. Resolves incidents Interface with Transmission NOC Interface with Field Operations Detects and notifies on possible problems Updates and closes the resolved incident ticket. In case of incidents logged by the event monitoring tools, the L1 Analyst verifies the resolution himself herself. Co-ordinate with peering partner and upstream provider when there is an issue **L2 Support (SOR 14)** **Responsibilities**: **Diagnoses and applies resolution to incident** **Resolves but does not close incidents (back to Level 1 for closure)** **Prepares and submits fix fault request (RFCs) to resolve incidents** **Routes incidents to next level** **Support L1 team in isolation of issues** **Escalate to L3 support or third party trough Vendor Liaison** Pay: From ₹8,086.00 per month Shift: - Day shift **Education**: - Bachelor's (preferred) **Experience**: - Desktop support: 1 year (preferred) - Network support: 1 year (preferred) Work Location: In person

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