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.