User Support Practitioner

Job Description

Duration: 12Months Work Type: Onsite Position Description: Part of 24x7 support for the client's Pro Incident management team. This Technical Support Engineer is responsible for providing technical assistance to customers and internal teams, diagnosing and resolving issues, and ensuring the smooth operation of software, hardware, and systems. They will act as the first point of contact for technical inquiries and are expected to have strong problem-solving, communication, and customer service skills Key Responsibilities: Troubleshooting and Diagnosis: Identifying the root cause of technical issues, whether hardware, software, or network related. Customer Support: Providing technical assistance to customers via phone, email, chat, or in-person. Root Cause Analysis: Conducting in-depth investigations to prevent future issues. Documentation: Maintaining accurate records of issues, solutions, and resolutions in a knowledge base or ticketing system. Collaboration: Working with various teams, including development, engineering, and product management, to resolve issues and implement improvements. System Monitoring: Continuously monitoring system performance and proactively addressing potential problems. Escalation: Knowing when and how to escalate complex issues to higher-level support teams. Meeting SLAs : Adhering to service level agreements (SLAs) for response and resolution times Skills Required: Ample knowledge and experience in Incident and Problem Management Good understanding in ITIL concepts and modern support models Good understanding and hands on ITSM tools and CI-CD Pipelines Hands on experience on the automation activities and related tools (Autosys, Control-M, ActiveBatch etc.) Hands on experience in scripting languages such as Python, Power Shell, Java, Javascript, JSON etc. Ability to understand the customer requirements thoroughly and finish the work independently Strong understanding in the modern DevOps tools and concepts Strong understanding in the cloud environments and services Skills Preferred: Experience on observability tools such as DataDog, Dynatrace, Splunk, Quantum Metric, Teams etc. will be a plus Experience or certification in GCP, SRE, ITIL etc. is a plus Good demonstration and presentation skill Excellent communication skill, quick learning ability, self confidence Experience Required: More than 5 years of experience in IT Infrastructure support Education Required: Bachelors degree in IT or related field ( BCA BTech)