Cross Technology Managed Services Engineer (L1)

Overview

As a Cross Technology Managed Services Engineer (L1), you will be the first point of contact for clients, keeping their IT infrastructure and systems operational through first-line incident and request support.

What you'll do

• Monitor client infrastructure and solutions, identifying problems and errors before or as they occur.
• Investigate first-line incidents assigned to you and pinpoint root causes.
• Provide telephonic, ITSM ticket or chat support to clients.
• Perform maintenance activities such as patching and configuration changes.
• Work across two or more technology domains, such as Cloud, Security, Networking, Applications, or Collaboration.
• Update existing knowledge articles or create new ones.
• Support project work as needed.
• Contribute to disaster recovery functions and tests.
• Handle shift changes with careful handovers to ensure service continuity.
• Report and escalate incidents when necessary.

What you'll need

• Entry-level experience with troubleshooting and support in security, network, data centre, systems, or storage within a medium to large ICT organization.
• Basic knowledge of management agents, redundancy concepts, and ITIL processes.
• Highly disciplined in handling tickets on a day-to-day basis.
• Act promptly as per defined SOPs.
• Try to resolve as many tickets as possible using available knowledge articles or provided SOPs.
• Good understanding of using ITSM tools.
• Skill in planning activities and projects in advance and adapting to changing circumstances.
• A client-centric approach, understanding client requirements and ensuring a positive experience.
• Ability to communicate and work across different cultures and social groups.
• Proficiency in active listening techniques and refraining from interrupting.
• A positive outlook at work, even in pressurized environments.
• Willingness to work hard and put in longer hours when necessary.
• A bachelor's degree or equivalent qualification in IT or Computing (or demonstrated equivalent work experience).

Details

• Workplace type: On-site.
• Location: Lucknow, India.