L1 Support Engineer

Duties and responsibilities

• Will be the first point of contact for Issues & Requests related to our IOT ecosystem.
• Act as a Level 1 Support associate to provide first level support and ensure smooth running of automations within the defined Service Level Agreements.
• Communicate effectively with users, collaborate with stakeholders and colleagues across various geographic locations.
• Be open to new challenges and strive towards growth and eagerness to learn.
• Taking ownership of tickets and driving to quick & effective resolutions within defined Service Operation processes.
• Troubleshoot issues and provide resolution or escalate accordingly based on the defined process/guidelines.
• Hands-on experience on Cloud technologies support.
• Liaise with other Support teams regarding problem analysis and resolution.
• Prioritize requests effectively and efficiently and work with a sense of urgency as determined by the client or management.
• Accountable for configurations in Production environment done as part of L1 Support activities.
• Provide Level 1 Support & Monitoring of different applications & automated bot services.
• Perform daily checks, apply recovery and troubleshooting procedures strictly.
• As part of 24*7 support team, be flexible working in Rotational Shifts (including night shifts).
• Document the knowledge base and share with team members.
• Learn new Tools/ Technologies as per business requirements.
• Strong adherence towards process orientation.
• Able to articulate ideas and conduct trainings to the team members.





Qualifications

• Graduate, with a minimum of 2-4 years of experience in Service Desk support performing Service operations
• Exposure to Web Applications support.
• Good knowledge of API’s, Cloud technologies (AWS/Azure), Internet of Things, RPA and its implementation and functionality.
• Experience in troubleshooting and identifying and resolving issues in IT environment and remote access tools.
• Excellent logical and analytical skills.
• Strong client driven approach & service-oriented mindset.
• Versatile team member with excellent communication and collaboration skills.
• Excellent troubleshooting skills applying IRPs and the defined protocols.
• Experience using ticketing portals like Jira, Salesforce BFO and ServiceNow.
• Good knowledge of MS office applications with a commanding grip in MS Excel.
• Able to work with various systems, platforms, operating systems, languages, tools and technologies.
• Adaptability to changing work environment and technologies.
• Willingness to enhance skills and knowledge as required.

Good to have skills:

• Fundamental awareness of Internet of Things (IOT).
• Knowledge om RPA (Blueprism and UI Path).
• Good understanding of Blueprism and UI path Tools and proficient to perform normal health checkup of Bots.
• Knowledge about AWS and Azure Services and good understanding of AI (Artifical Inteliigence).

Requirements