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 : Unified Communication and Collaboration Operations
Good to have skills : NA
Minimum 5 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 ensures smooth operation by adhering to established processes and operating models, maintaining service stability, and supporting a variety of platforms including infrastructure, operating systems, networks, and applications. Collaboration and communication are key to managing and resolving challenges effectively throughout the day.

Roles & Responsibilities:
- Expected to be an SME, collaborate and manage the team to perform.
- Responsible for team decisions.
- Engage with multiple teams and contribute on key decisions.
- Provide solutions to problems for their immediate team and across multiple teams.
- Coordinate with cross-functional teams to ensure seamless service delivery and incident resolution.
- Monitor system performance and proactively identify potential issues to minimize downtime.
- Support junior team members by providing guidance and knowledge sharing to enhance team capabilities.

Professional & Technical Skills:
- Must To Have Skills: Proficiency in Unified Communication and Collaboration Operations.
- Strong knowledge of infrastructure components including servers, storage, and network devices.
- Experience in troubleshooting and resolving issues related to operating systems and application platforms.
- Familiarity with remote support tools and techniques to assist users effectively.
- Ability to follow and improve defined operating models and processes to maintain service quality.

Additional Information:
- The candidate should have minimum 5 years of experience in Unified Communication and Collaboration Operations.
- This position is based at our PDC3C - SEZ location.
- A 15 years full time education is required.