Level 1 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 (L1) Support Technician is an entry level technical role within the organization and is the first point of contact for a key strategic customer. The ideal candidate is efficient and diligent in handling, categorizing, responding to and assigning large number of incoming customer and alert generated tickets. The resource will use their knowledge of the customer environment, knowledge articles, documentation, and basic troubleshooting capabilities to resolve incidents where possible. When required, escalation to Level 1.5 (L1.5) support technicians with clearly documented steps taken, articles and documentation used will be a key in efficient resolution of incidents

Primary Responsibilities. Primary Duties and Responsibilities. Overnight Shifts between 7:30PM and 7:30 AM Mountain Time. Monitor and traffic high volume ticket queues in dedicated customer Service Now instance

Triage incoming tickets and based on ticket data, client assignment, and availability, assign to appropriate resource(s). Answer support calls

Initial customer response to tickets with clear and concise next steps. Call and work with on-call resources to escalate and hand off high priority issues

Respond to client monitoring alerts and escalate tickets for next level support

Respond to customer 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

Basic technical knowledge of a wide range of technologies described below

Basic troubleshooting skills and demonstrated critical thinking. Adaptability. Ability to follow standard operating procedures and knowledge articles (SOPs and KBs). Prioritize and multitask efficiently on incident intake

Knowledge of call tracking applications. Work closely with internal system teams and peers in other areas of IT including external organizations

Create and/or update documentation

Basic understanding of the following technologies. Operating Systems (Windows, Linux). Service Now or similar service management system. Public Cloud (OCI, Azure). Database PaaS services in Public Cloud. Knowledge of the financial industry or Kubernetes an Asset

Location: Hyderabad, India. Show more Show less