L1 Support Engineer

16 hours ago

Cochin, Kerala, India Infrassist Technologies Full time ₹ 5,00,000 - ₹ 15,00,000 per year

Experience: 2 to 8 Years

Positions Open: 10

Location: Kochi, Kerala

  • Provide expert-level technical support to resolve complex hardware, software, and network issues escalated from L1 and L2 teams.
  • Perform in-depth troubleshooting and root cause analysis to identify the underlying causes of critical incidents.
  • Develop and implement permanent solutions, including patches, workarounds, and configuration changes.
  • Collaborate with development teams, vendors, and other IT departments to resolve issues and implement solutions.
  • Manage and maintain critical IT infrastructure and applications to ensure stability and reliability.
  • Monitor system performance, identify potential issues proactively, and implement preventative measures.
  • Create and maintain comprehensive technical documentation, including knowledge base articles, troubleshooting procedures, and system architecture diagrams.
  • Provide guidance, mentorship, and training to L1 and L2 support engineers.
  • Participate in on-call rotations to provide 24/7 support for critical incidents.
  • Contribute to the development and improvement of support processes and procedures.
  • Stay up-to-date with the latest technologies and industry best practices.
  • May be involved in system design, implementation, and upgrades.
  • Communicate effectively with customers and internal stakeholders regarding issue status and resolution.

Key skills:

  • Strong troubleshooting skills in Windows Experience with networking protocols, firewalls, VPNs, and security best practices.
  • Hands-on experience with Active Directory, DNS, DHCP, Office 365, print server and cloud platforms (Azure).
  • Hands-on Experience with Microsoft Office 365 and Azure AD
  • Proficiency in ticketing systems (Autotask).
  • Familiarity with virtualization technologies (Hyper-V, etc.).
  • Knowledge of SQL databases and scripting.
  • Must have work experience with USA and Australia client
  • Excellent communication and customer service skills.

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