L1.Support technician

Job Description

• Interaction with Team members for knowledge sharing, knowledge transition and issue resolution.
• Stakeholder management: share regular updates and assist in preparing operational reports.
• Triaging of issues and coordination with cross‑functional teams for timely resolution.
• Follow service‑management processes (Incident, Change, Capacity, Problem, etc.).
• Maintaining agreed SLA levels and assuring quality of delivery at all times.
• Adhere to shift rotation plan and operating model.
• Interaction with SME’s on functional issues.
• Coordinate communications between suppliers, OEM, and business stakeholders for their particular area.
• Track and report progress to stakeholders.
• Working experience in “Service Now” and knowledge on Incident, Problem, Change, SLM and Knowledge Management processes.

• Day‑to‑day incident monitoring and resolution (Service Now preferred).
• Interaction with client (IT & Business users) on functional issues.
• Triaging of issues and coordination with cross‑functional teams for timely resolution.
• Follow service‑management processes (Incident, Change, Capacity, Problem, etc.).
• Maintaining agreed SLA levels and assuring quality of delivery at all times.
• Adhere to shift rotation plan and operating model.
• Interaction with SME’s on functional issues.
• Coordinate communications between suppliers, OEM, and other IT stakeholders for their particular area.
• Track and report progress to stakeholders.
• Willing to work in shifts; this is mandatory.
• Generic managerial skills, if any.
• Flexible.
• Excellent communication skills.
• Continuous learning attitude.
• Team worker.
• Meticulous.

Shift timings:
Monday to Friday – Morning 6:00 am to 2:30 pm, Afternoon 3:00 pm to 23:30.

On‑call support beyond office hours.

Extended shift timings and weekend work based on customer requirements.

$50,000 – $60,000 per annum.

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage:
  Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support:
  Maternal & Parental Leaves.
• Insurance Options:
  Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth:
  Commuter Benefits & Certification & Training Reimbursement.
• Time Off:
  Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance:
  Legal Assistance, 401(k) Plan, Performance Bonus, College Fund, Student Loan Refinancing.

• Bachelor of Computer Science.