Support Engineer – L1

Job Code:

• BSSEL1-1042

No. of Positions:

• 3

Job Role:

• Support Engineer – L1

Responsibilities:

• Monitoring the Infrastructure – CPU, Memory, Hard disk size, Log size and other vital server parameters on a regular schedule.
• Report the details of any performance issues on the Servers to the appropriate teams if beyond thresholds.
• Monitor the scheduled task on the system and ensure that the task has been successfully completed.
• If there are any failures in the tasks, rerun the task.
• Report any technical errors to the L2 / L3 teams for resolution.
• Monitor the Email, Teams channel and Ticketing system for new items/tickets.
• Update the items / tickets with appropriate initial response.
• Gather more details from business/end user / other teams if required on the ticket.
• Reproduce the issue in the testing environment and provide inputs to the L2 team member
• Validate the issue fixes in the internal testing environment based on the customer inputs given (issue raised)

Required Skills:

• Should have had customer facing experience of more than 2+ years.
• Should have managed either application or infrastructure support at L1 level for at least 2 years.
• SailPoint or IAM system support experience will be a big plus.
• Should have had experience in both oral and written responses to the Customers within defined SLA.
• Must be experienced in handling Customer related queries on System functionality and provide required support.
• Should have experience in doing customer issue based validation.
• Strong in written and verbal communication
• Technical background in Java, Scripting would be an added advantage

Years of Exp:

• 2 - 3 Years

Employment Type:

• Permanent

Shift Timings:

• Shift based support for time zone coverage.