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 Responsibilities

Primary Duties and 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.

Location: Hyderabad, India