Cloud Infrastructure Services-Associate

Role : Cloud Infrastructure Services

Requirements :

• Learn infrastructure domain components, common tools and application used. Learn cloud basics.
• Ability to understand the client query and provide hardware / software / network problem diagnosis / resolution via telephone / email / chat
• Ensure every issue / request is logged in the Ticketing tool without any lapses.
• Provide first Level remote support and IT related services to end users based on SOPs within agreed SLAs
• Route tickets to internal 2nd and 3rd level IT support staff appropriately
• Use the ITIL Framework to document and manage Incidents and work requests.
• Assign Service Requests / incidents to appropriate support teams and follow up until closure.
• Educate Users about Self-help articles, best practices thus creating awareness about IT systems usage.
• Co-ordinate with Level 2 teams during Major incidents and provide updates to Users.
• Ensure the ticket is updated with latest updates in a descriptive manner for future reference.
• We need them to be excellent in written and verbal communication, with willingness to work in a 24 / 7 environment through rotational shifts

Knowledge Examples :

Eligibility Criteria :