Role Description

Role Description: System Engineer – L1 Infrastructure Support
This role is an exciting opportunity for a high energy, enterprising individual to join a high caliber team in shaping and managing the infrastructure support. An opportunity also to work with well-known clients where we have existing relationships. L1 support engineer in infrastructure support will be playing primary role in managing the Customer infrastructure.

Role and responsibilities

•    Identify and interpret issues with impact through various sources (emails, user reports, monitoring tool alerts etc) and follow ITIL support procedures to respond
•    Collate and interpret information from various sources to help diagnose the issue.
•    Assess and prioritize faults and respond or escalate accordingly following ITIL aligned processes.
•     Handle P1 and P2 issues, Initiate and handle bridge calls with clients as when required.
•    Troubleshooting Infrastructure issues ( Linux/Windows/Network/Citrix)
•    Write end user mass communications, and share them as per process
•    Coordinate with stakeholders/vendors for issue resolution and Root Cause Analysis
•    Maintain and administer computer networks and related computing environments including systems software, applications software, hardware, and configurations.
•    Perform infrastructure health checks and flag issues based on impact.
•    Manage and maintain EM7 & SolarWinds Monitoring Systems.
•    Identify problems, and frequently present viable solutions to problems.
•    Handle multiple priorities with multiple clients / ability to work in multi-client environment.
•    Should be open to suggest and help implement process improvements and development opportunities for self and the team.
•    Consistently demonstrates good customer service throughout the area of responsibility.
•    Co-operate with other teams. Actively encourage strong working relationships with other teams.

Required Skills Technical skills requirements

The candidate must demonstrate proficiency in, 
•    Willingness with US based and 24×7 support environment

•    Learning zeal
•    Willing to learn and develop new skills.
•    Understanding of IT service landscape.
•    Understanding and willingness in system/Network administration.
•    Basic understanding of Networking.
•    Work well in a busy team, being quick to learn and able to deal with a wide range of issues.

Nice-to-have skills
•    Basic Understanding of IT and system/Network administration
•    Basic knowledge & understanding of
o    Windows administration
o     Linux
o    Networking
o    Citrix
o    Public Cloud

Qualifications

•    0-2 years of total experience, in IT infrastructure environment
•     B.Tech / B.E/ BCA/BSc(IT)degree from a reputed university.