Company Description
BETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries. BETSOL team holds several engineering patents, is recognized with industry awards, and BETSOL maintains a net promoter score that is 2x the industry average.BETSOL’s open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and best-in-class performance.BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for its customers.BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore, India.We take pride in being an employee-centric organization, offering comprehensive health insurance, competitive salaries, 401K, volunteer programs, and scholarship opportunities. Office amenities include a fitness center, cafe, and recreational facilities.Learn more at betsol.com
About the Role
Join a high-performing, cross-functional team supporting global IT operations. You’ll provide 24x7 monitoring, incident response, application support, network operations, and end-user services. This role merges responsibilities from NOC, Application Support, and Service Desk, ensuring operational excellence, compliance, and continuous improvement.
Key Responsibilities
Application & Platform Support
- Provide L1/L2 support for key internal and third-party business applications.
- Act as a liaison between end users and enterprise IT, resolving access/service requests, and usability issues.
- Ensure compliance with enterprise change management processes and maintain supporting documentation.
- Represent Application Support in audit requests and process documentation.
Network Operations (NOC)
- Monitor network, infrastructure, and application alerts using enterprise tools.
- Troubleshoot routers, switches, firewalls, VPNs, and voice infrastructure.
- Support release pipeline activities and change management meetings.
- Document and communicate incident status to leadership.
Service Desk Functions
- Deliver first-contact resolution via phone, email, and ticketing systems.
- Manage user access, password resets, and basic troubleshooting.
- Escalate unresolved issues to L3 teams.
- Maintain documentation and support audit requests.
Incident & Problem Management
- Triage and resolve L1/L2 tickets for network, application, and end-user domains.
- Lead or participate in incident response meetings for major production events, communicating status and impact to leadership.
- Maintain SLA targets.
- Support process improvement and automation initiatives.
Operational Excellence
- Participate in daily stand-ups, and weekly reviews.
- Contribute to continuous improvement and knowledge sharing.
Qualifications
Required Skills & Experience
- 1–4 years in IT support (Service Desk, NOC, Application Support, or similar).
- Experience supporting both internal and vendor applications.
- Experience with ticketing systems (ServiceNow, Jira).
- Strong troubleshooting, documentation, and communication skills.
- Ability to work in a 24x7, fast-paced, cross-functional environment.
- Willingness to take on responsibilities across NOC, Application Support, and Service Desk as needed.
Preferred Qualifications
- ITIL Foundation, CCNA, CCA-V, or equivalent certifications.
- Experience with release/change management and audit processes.
- Exposure to network monitoring, incident response, and compliance practices.
