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L1 Technical Support
Tangentia
posted 5d ago
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Flexible timing
Key skills for the job
Job Description
- L1 support logs, categorizes, prioritizes, tracks, and routes (i) incidents reported by users or (ii) alarms raised by monitoring tools.
- L1 is intended to be the first to acknowledge an incident.
- L1 support tracks tickets until successfully resolved.
- L1/L2 engineers can implement basic, documented break-fix tasks along the lines of following a documented process.
- First and all subsequent contact to customer
- 24*7 support via phone and email
- Basic Level 1 troubleshooting, redirect to L2/L3 as required
- Search knowledge base to verify if reported problems are already known issues with a defined resolution plan
- Impact analysis with accurate classification of reported issues to ensure appropriate prioritization
- Qualification/replication of the reported issue in an appropriate customer environment
- Initial triage to isolate unsupported 3rd party issues from potential root cause
- Information gathering to ensure complete availability of details required for root cause analysis
- Provision of technical resolution or problem workaround
- Problem routing/escalation to second/third level support or third parties where required
Employment Type: Full Time, Permanent
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