Technical
IT Support Engineer
- Bhilwara
- EXP: 3-5 Years
Responsibilities
- Acknowledge any ticket raised to L1 Support team.
- Research, diagnose, troubleshoot and identify solutions to resolve the application issues.
- Analyze basic error logs for issues.
- Monitor the Alerts for performance of the instances for all the products and investigate.
- Perform instance restart for all products as per requirement.
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Ask customers targeted questions to quickly understand the root of the problem.
- Efficiently manage assigned incident queue and provide prompt and accurate feedback to customers based on SLAs.
- Formulate client facing updates and responses using professional language.
- Responsible for maintaining a high level of professionalism with internal and external clients. Always working to establish positive feedback with every client interaction.
- Engaging in on-call rotation shifts 24/7 whenever necessary.
- Assist in training new employees.
Requirements
- Minimum 3 years of experience as support engineer or similar support related position.
- Strong Communication Skills.
- Good understanding of IT infrastructure.
- Good knowledge of Palo Alto Security, Cloud, Windows, Apple products, Server, and Microsoft 365 & other apps.
- Knowledge of applications and application server concepts.
- Strong analytical, problem-solving, and troubleshooting skills.
- Ability to identify patterns and trends.
- Ability to quickly learn about new technologies.
- Asset management skills.
- Ability to manage multiple projects/priorities simultaneously and produce favorable outcomes.
- Strong sense of urgency, proactive, and motivated attitude to work through a ticketing system.
- Experience in IT & Software industry helpful.