Level 1.5 Support Technician

Level 1.5 Support Technician Purpose and Objectives Over the last 15 years, Centrilogic has become a premier global provider of multi-cloud management, cloud-native application development solutions, and strategic end-to-end digital transformation services. The position of Level 1.5 (L1.5) Support Technician is an intermediate level technical role within the organization and is an escalation point for a key strategic customer. The ideal candidate will collaborate and mentor the Level 1 support technicians. The resource will use their knowledge of the customer environment, knowledge articles, documentation, and effective troubleshooting capabilities to resolve incidents. When required, escalation to Level 2 or Level 3 specialists with clearly documented steps taken, articles and documentation used will be a key in efficient resolution of incidents. Primary Duties and Responsibilities Primary Responsibilities: Availability to work either day or night shifts positions During high volume periods, will need to help monitor and traffic ticket queues in dedicated customer Service Now instance. Call and work with on-call resources to escalate and hand off high priority issues. Resolve monitoring alerts and escalate tickets for next level support when required. Communicate with customer for issues via phone, email, and/or chat. Document customer interactions in tickets. Documentation and general administrative duties as assigned. Skills and Knowledge Excellent customer service Clear and concise communication Ability to learn quickly. Intermediate technical knowledge of a wide range of technologies described below. Troubleshooting and critical thinking capabilities. Adaptability Ability to follow and create standard operating procedures and knowledge articles (SOPs and KBs) Prioritize and multitask efficiently. Plan, communicate, implement, and document changes, such as patching or infrastructure changes. Create and/or update documentation. Intermediate understanding of the following technologies Operating Systems (Windows, Linux) Service Now Public Cloud (OCI, Azure) including cloud networking, storage, PaaS services etc. Database PaaS services in Public Cloud Knowledge financial industry of Kubernetes an Asset. Show more Show less