Site Agnostics

Key Responsibilities:

• Resolve complex issues escalated from L1 support, including root cause analysis and system diagnostics.

System & Application Support:

• Manage enterprise applications, databases, and servers; perform updates, patching, and configuration changes.

Incident Management: Handle tickets with detailed logs, adhere to SLAs, and ensure timely resolution.

Change Implementation:

• Support deployments, verify production changes, and manage system upgrades.

Escalation Handling:

• Collaborate with L3 teams for issues beyond L2 scope, ensuring proper escalation protocols.

User Assistance & Training:

• Provide advanced guidance to end users and assist with new feature rollouts or system functionalities.

Collaboration:

• Work closely with networking, development, and cybersecurity teams to maintain system integrity.

Required Skills :

• Familiarity with various operating systems (Windows, macOS) is crucial for diagnosing and resolving software and hardware issues.

Software Applications:

• Proficiency in commonly used software applications, including productivity suites, specialized software, and industry-specific tools, is essential.

Networking:

• A solid understanding of networking concepts, including TCP/IP, DNS, and network troubleshooting, is necessary for diagnosing and resolving network-related problems.

Hardware:

• Knowledge of hardware components, including PCs, and peripherals, is needed for diagnosing and resolving hardware issues.

Troubleshooting:

• The ability to systematically identify and resolve technical problems, using a variety of troubleshooting techniques and tools.

Technical Documentation:

• Ability to create, maintain, and refer to technical documentation, including troubleshooting guides and knowledge base articles

Thanks,

Renuka