Infrastructure Technical Support Specialist

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 365
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 to identify and resolve issues efficiently, whether remotely or onsite. The practitioner follows established procedures and operating models to maintain service reliability and quality. Throughout the day, they balance multiple tasks, ensuring smooth operation of various platforms and contributing to a stable and responsive technical environment.

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 groups to streamline support processes and improve service delivery.
- Mentor junior team members to enhance their technical capabilities and problem-solving skills.
- Monitor and report on system performance to proactively address potential issues before they impact users.

Professional & Technical Skills:
- Must To Have Skills: Proficiency in Microsoft 365.
- Strong knowledge of infrastructure components including servers, storage, and network devices.
- Experience in troubleshooting operating systems and application platforms within enterprise environments.
- Ability to follow and implement defined operating models and support processes effectively.
- Skilled in remote and onsite technical support methodologies to ensure timely issue resolution.
- Familiarity with service management tools and incident tracking systems.

Additional Information:
- The candidate should have minimum 5 years of experience in Microsoft 365.
- This position is based at our Kolkata office.
- A 15 years full time education is required.