Job Location: Trivandrum, Kerala, India
Responsibilities
• Providing L1/L2 support to our global clients 24×7.
• Monitoring and Analysing data flow into the live system.
• Troubleshooting issues in Servers/Virtual Machines and making sure the availability of data.
• Software deployment, configuration, and update when required.
• Handling customer technical support cases and resolving client issues within SLA through Ticketing system/Email/Call.
• Identify & escalate issues to the appropriate team based on client specifications.
• Quickly identify problems, form solutions, and execute step-by-step troubleshooting procedures.
• Document issues and procedures in the knowledge base.
• Maintain detailed records of reported issues, escalations, and resolved issues.
• Follow troubleshooting procedures to resolve the reported issue to help both clients and end users have an uninterrupted operation.
• Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
• Maintain detailed records of daily interactions with customers, reported issues, and completed solutions along with any further actions required of management.
• Follow standard processes and procedures
Job Skills & Qualifications
• Graduate with a minimum of 2-4 years experience in technical support (Preferably Computer science graduate)
• Strong communication skills and ability to remain calm and professional in all circumstances.
• Excellent written and verbal communication skills.
• Basic system and application troubleshooting knowledge is a must.
• Hands-on experience in Jira or any Ticketing system.
• Experience in handling virtual machines and servers remotely.
• Experience in application support & software deployment.
• Basic knowledge of MS office is mandatory.
• Exposure to machine learning, Azure environment, data monitoring, and SQL scripting will be an added advantage.
• Candidates from the Oil and Gas industry preferred.
• Multi-tasking capabilities, effective listening, and understanding.
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