Technical Associate - L1/L2 Support

AI.

Technical Associate - L1/L2 Support

• Should have excellent written/ verbal communication skills (English business communication).

• Excellent email etiquettes & documentation writing skills

• Should have experience of working with users outside India

• Ability to adapt & implement technical/process level changes.

• Should have excellent problem-solving capability and technical aptitude to resolve incidents.

• Should have worked on Service Now or similar ticketing system

• Eye for detail and good business acumen.

• Understanding of L1/L2 Support Operations

• Comprehend the issue, search on Knowledge Management Tool, and communicate/narrate effectively.

• Client centric mindset and passionate about client satisfaction goes extra mile to attain customer delight. Is able to maintain and achieve highest Quality standards in Support Operations.

• Working knowledge of Incident & Request Management, should understand ITIL framework and related processes

• Flexible with rotational shifts and open to work in 24X7 Support Operations.

• Intermediate skills in Microsoft excel skills complex formulas, pivot tables and look ups etc.

• Understanding of RDBMS concepts, SQL knowledge and is able to construct basic SQL queries.

• Exposure to Tableau visualizations and administration would be considered a plus

• Understanding of ETL tools like Alteryx would be plus

• Knowledge on AWS fundamentals would be a plus

• Must be hands on with strong interest and familiarity on broad spectrum of technologies like Windows OS, networks, application servers, databases

Responsibilities

As part of the Level 1 Support team, candidate will be required to

• Should be able to grasp the product knowledge and work in rotational shifts

• First point of contact for customer emails & cases generated by clients/case teams related to the supported applications

• Request and Incident Management - Triage incoming requests and assign to relevant Support Levels utilizing the documentations. Ensure that all requests and incidents are responded within the time specified by the Service Level Agreements.

• Document & add new issues/solutions to Knowledge Management Repository.

• Use of soft skills - Listening, Empathy, Courtesy, Client Centricity etc.

• Utilize professional techniques to retain & for customer delight

• Provide quality service & resolve concerns efficiently & effectively

• Interact extensively (verbal & written) with global teams & users via emails/Slack/Call

• Take part in knowledge training sessions and collaborate & communicate proactively

• Perform Data Modelling, Transformation, and validation with high quality output

• Understand the product/s to effectively troubleshoot incidents.

• Proactively identify opportunities for improvement and work with the Team to implement them.

• Perform UAT testing for the products and raise bugs to the product teams via set channels

Qualifications we seek in you!

Minimum Qualifications

• Understanding of Networking & Infra setup.

• Ability to logical analyze issues and eliminate cause to zero in on the root cause.

• Understanding of ITIL framework and foundational concepts

• Intermediate Microsoft excel (Formula) skills.

• Possess SQL knowledge and able to construct basic SQL queries.

• Exposure to Tableau visualizations and administration would be considered a plus

• Understanding of ETL tools like Alteryx would be plus

• Knowledge on AWS fundamentals would be a plus

• Must be hands on with strong interest and familiarity on broad spectrum of technologies like Windows OS, network, application servers, SQL databases

Preferred Qualifications/ Skills

• Bachelor%27s / Master%27s degree in computer science engineering/technology)

• Technical certifications would be an added advantage