Senior Infrastructure Specialist

Skills

Job Specifications

Responsibilities:

Level 1 (L1) Support - First Line

Role: First point of contact (Helpdesk).

Responsibilities: Basic troubleshooting, password resets, ticket logging, and following standard operating procedures (SOPs).

Goal: Quick resolution of common user issues, often using scripts or runbooks.

Level 2 (L2) Support - Technical Support

Role: Technical Specialists.

Responsibilities: Handling escalated, more complex issues that L1 cannot solve, including network, server, or configuration errors.

Goal: In-depth troubleshooting, often requiring deeper knowledge of the system, often termed as "desktop support".

Level 3 (L3) Support - Expert/Backend Support

Role: Developers, Engineers, or Product Specialists.

Responsibilities: Managing the most complex issues, such as code bugs, software design flaws, or critical infrastructure failures.

Goal: Resolving root-cause problems, collaborating with developers, and implementing long-term fixes.

Skills Required:

L1/L2/L3 End user support, Monitoring, Service Management, ITSM, Trouble shooting, root cause analysis

About the Company

We deliver solutions that help our clients become more agile, efficient, competitive, and innovative. Through IT and Data, Application, and Workforce Transformation, we enable the digital enterprise. IT TRANSFORMATION Efficiently executing intelligent infrastructure strategies that enable the digital enterprise. APPLICATION TRANSFORMATION Quickly delivering software across the enterprise, from internal processes to customer engagements. WORKFORCE TRANSFORMATION Effectively supporting change, from processes, and skills, to... Know more

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