Infra Tech Support Practitioner

Infra Tech Support Practitioner

Project Role : Infra Tech Support Practitioner
Project Role Description : Provide L1–L2 technical support for infrastructure, systems, and applications in production and development environments, both remotely and onsite, following defined operating models and processes. Act as the primary interface with users/clients to accurately diagnose issues and deliver effective resolutions across infrastructure, operating systems, networks, and application platforms, ensuring service stability and quality support.
Must have skills : Genesys Voice Platform
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
As an Infra Tech Support Practitioner, a typical day involves delivering first and second level technical assistance for infrastructure, systems, and applications across both production and development settings. This role requires working closely with users and clients, either remotely or onsite, to identify and resolve technical issues efficiently. The practitioner follows established procedures and operating models to maintain service stability and ensure high-quality support. Daily activities include monitoring system performance, troubleshooting problems, coordinating with various teams, and contributing to continuous improvement of support processes to enhance overall operational effectiveness.

Roles & Responsibilities:
- Expected to perform independently and become an SME.
- Required active participation/contribution in team discussions.
- Contribute in providing solutions to work related problems.
- Collaborate with cross-functional teams to escalate and resolve complex technical issues.
- Maintain detailed documentation of incidents, resolutions, and system configurations to support knowledge sharing.
- Assist in the implementation of process improvements to enhance support efficiency and service delivery.
- Support junior team members by sharing knowledge and providing guidance when necessary.

Professional & Technical Skills:
- Must To Have Skills: Proficiency in Genesys Voice Platform.
- Experience with troubleshooting and resolving issues related to telephony infrastructure and voice applications.
- Strong understanding of network protocols and operating system fundamentals relevant to voice platform support.
- Ability to analyze logs and system alerts to diagnose and remediate technical problems effectively.
- Familiarity with monitoring tools and incident management systems to ensure timely response and resolution.
- Good communication skills to interact with users and technical teams clearly and professionally.

Additional Information:
- The candidate should have minimum 3 years of experience in Genesys Voice Platform.
- This position is based at CDC2A - SEZ.
- A 15 years full time education is required.