Application 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 : Service Desk Management
Good to have skills : NA
Minimum 2 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 engaging with users and clients directly, either remotely or onsite, to identify and resolve technical issues efficiently. The practitioner follows established procedures and operating models to maintain service reliability and quality, ensuring smooth functioning of various platforms including infrastructure components, operating systems, networks, and applications. Collaboration with different teams and stakeholders is a key part of the daily routine to support continuous service improvement and operational excellence.

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 to ensure transparency and effective issue resolution.
- Document incidents, problems, and resolutions accurately to support knowledge sharing and continuous improvement.
- Assist junior team members by sharing knowledge and providing guidance to foster their professional growth.
- Monitor and escalate unresolved issues appropriately to ensure timely resolution and minimal service disruption.

Professional & Technical Skills:
- Must To Have Skills: Proficiency in Service Desk Management.
- Strong understanding of incident management and problem resolution processes.
- Experience with ticketing systems and service management tools.
- Ability to troubleshoot infrastructure, operating systems, network, and application-related issues.
- Good communication skills to interact effectively with users and technical teams.
- Capability to work under pressure and manage multiple tasks simultaneously.

Additional Information:
- The candidate should have minimum 2 years of experience in Service Desk Management.
- This position is based at our Pune office.
- A 15 years full time education is required.