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 Windows Desktop Management
Good to have skills : NA
Minimum
7.5 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 position demands adherence to established operational procedures and models to maintain service reliability and quality. The practitioner serves as a key point of contact, ensuring smooth communication and coordination between various technical teams and stakeholders throughout the resolution process.
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 streamline support processes and enhance service delivery.
- Mentor junior team members to foster skill development and knowledge sharing.
- Monitor and report on infrastructure performance to identify potential areas for improvement.
Professional & Technical Skills:
- Must To Have Skills: Proficiency in Microsoft Windows Desktop Management.
- Strong troubleshooting skills related to operating systems, network connectivity, and application support.
- Experience in managing and supporting desktop environments in both remote and onsite scenarios.
- Ability to follow and implement defined operating models and processes effectively.
- Good communication skills to interact with users and technical teams for issue diagnosis and resolution.
- Familiarity with incident management and ticketing systems to track and document support activities.
Additional Information:
- The candidate should have minimum 8 years of experience in Microsoft Windows Desktop Management.
- This position is based at our PDC3C - SEZ location.
- A 15 years full time education is required.
