Suyati Technologies Private Limited
2nd Floor, B-Wing,
L1 Support Engineer
Position : L1 Support Engineer
Location : Kochi/ Bangalore
Experience : 1-3 Years
We are looking for candidates with experience in providing email support for international customers in a technical process. This individual will provide customers from international regions with L1 Support in technical troubleshooting of Network / Server Infrastructure. The ideal candidate must be able to understand basic troubleshooting methodologies for Servers (Windows / Linux) & Network Components in Cloud Infrastructure. They must have the ability to monitor, follow up and take complete ownership of customer issues.
Roles & Responsibilities
Addressing client helpdesk tickets regarding client Infrastructure via email
Actions to be performed on each ticket based on the run book provided.
Asking targeted questions to diagnose problems if required.
Conduct remote troubleshooting via tools provided.
Record technical issues and solutions in logs.
Direct unresolved issues to the next level of support personnel
Follow up with clients to ensure their systems are functional
Help create technical documentation and manuals
Proven work experience of min 1 year as a Technical Support Engineer or similar role
Should have hands on Experience in diagnostics & troubleshooting of Linux & Windows Operating systems.
Basic knowledge in Networking (TCP/IP, DNS, Processes), DB Servers.
Exposure to Cloud Environments (Azure / AWS/ Google) / VM Ware
Understanding of Back up management and recovery
Knowledge of network security practices and anti-virus programs
Ability to perform remote troubleshooting and provide clear instructions
Excellent problem-solving and multitasking skills
Excellent interpersonal skills / Team Player.
Good written and verbal English communication skills.
Ability to work on shifts / Weekends.
A Bachelor’s Degree / Diploma
Certifications such as an MCP/ MCSE / CCNA / AWS Cloud Practitioner are a plus