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 to identify and resolve technical issues efficiently, whether remotely or onsite. The practitioner ensures that all support activities align with established operational procedures, maintaining the stability and reliability of services. Collaboration with various teams and continuous monitoring of systems are integral parts of the daily routine to uphold high-quality support standards.

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.
- Maintain clear and timely communication with users and stakeholders regarding issue status and resolution progress.
- Document incidents, problems, and resolutions accurately to support knowledge sharing and continuous improvement.
- Assist in monitoring system performance and proactively identify potential issues to minimize downtime.
- 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 infrastructure and application issues in complex environments.
- Familiarity with operating systems, network protocols, and application platforms relevant to voice technologies.
- Ability to analyze and resolve technical problems efficiently while maintaining service quality.
- Strong communication skills to interact effectively with users and technical teams.
- Capability to work independently and contribute to team knowledge bases.

Additional Information:
- The candidate should have minimum 3 years of experience in Genesys Voice Platform.
- This position is based at our PDC3C - SEZ location.
- A 15 years full time education is required.