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About this role

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:

• Good analytical and problem-solving skills
• High level communication and collaboration skills
• Risk Analysis and Management
• Ability to adapt to a changing environment
• Communicate with Team members effectively and efficiently.

Eligibility Criteria:

• Excellent communication skills – written and verbal
• Graduation: B.COM, BBA, BCA, BA, B.Sc , MBA, M.Com, M.Sc  
• Year of Pass out: 2021 , 2022, 2023 
• Back Logs:  No Standing Backlogs / Arrears
• Work Location: Chennai (offline)
• Package : 3 LPA
• Percentage : 60% above