Job Description
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-ord...