Overview

The L1 – Support Engineer is responsible for providing high-quality technical support for the customers, developers and prospects across the World through e-mail, phone interactions and by using incident tracking systems.

Responsibilities include:

Job Description:
  • The L1 – Support Engineer is responsible for providing high-quality technical support for the customers, developers and prospects across the World through e-mail, phone interactions and by using incident tracking systems.
  • This support level receives inbound requests through channels like phone, Web forms, email, chat, or other means based on the documented agreement with the Client.
  • Support engineer logs, categorizes, prioritizes, tracks, and routes (i) incidents reported by users or (ii) alarms raised by monitoring tools.
  • Be the first to acknowledge an incident and track incidents until successfully resolved.
  • Implement basic, documented break-fix tasks along the lines of following a knowledge article.
  • Escalate to an L2 team and follow documented escalation procedures
  • Monitor the event alerts and notify the concerned team
  • Monitor the availability of the Database events like DB availability, Instance availability and the space availability of disk drives and file systems.
  • Monitor the Alert log files, transaction logs and backup logs.
  • Monitor the database related activities, respond to calls from the Application support and developments teams.
  • Monitor performance related issues like high CPU utilization,  Application performance and high Memory utilization
  • This team will need to interface with US based customers and should be able to manage conversations to address critical issues

Skill Requirement:

 

  • Excellent problem-solving skills and Documentation Skills
  • Proven customer service skills
  • Familiarity with Information Technology Infrastructure Library (ITIL) methodologies
  • Strong Command of the English Language (Verbal & Written)
  • Active Listening
  • Attention to Detail
  • Troubleshooting  
Note : The candidate should be willingness to work during IST night shifts

Interested candidates may forward their detailed resumes to the contact email along with their notice period, current and expected CTC details.

Rush your resumes to careers@reflectionsit.in