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 : Microsoft Azure Windows Virtual Desktop
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 managing support activities remotely and onsite, adhering to established operational procedures. The practitioner serves as the main point of contact for users and clients, carefully diagnosing technical issues and providing timely, effective solutions. Ensuring the stability of services and maintaining high-quality support throughout the day are key aspects of this position, which demands a proactive and responsive approach to technical challenges.

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 enhance support processes and improve service delivery.
- Document and escalate complex issues to higher support levels when necessary.
- Maintain clear and professional communication with users to ensure understanding and satisfaction.
- Assist in monitoring system performance and identifying potential areas for improvement.

Professional & Technical Skills:
- Must To Have Skills: Proficiency in Microsoft Azure Windows Virtual Desktop.
- Experience with managing virtual desktop infrastructure and troubleshooting related issues.
- Knowledge of operating systems, network fundamentals, and application support in cloud environments.
- Ability to analyze and resolve technical problems efficiently while maintaining service continuity.
- Familiarity with remote support tools and techniques to assist users effectively.
- Strong organizational skills to manage multiple support requests and prioritize tasks.

Additional Information:
- The candidate should have minimum 3 years of experience in Microsoft Azure Windows Virtual Desktop.
- This position is based at our BBDC1A - NON-STPI location.
- A 15 years full time education is required.