Hiring 1st Line Support Engineer for Cloud based IT Company

1) Principal Purpose – To ensure the quality support provided to all the Client/Colleague/Customers.

2) Duties –

• To help with any Support requests logged with Application Support Team for the range of applications.
• Coordination within the Team and Customer/User throughout the support lifecycle for logged cases.
• Create and Manage Application support knowledge base documentation.
• To manage and support L1 support activities with Team.

3) Job skills –

• Experience in Support operation and Team management.
• Experience in incident management, problem management, change management and release management.
• Effectively work with other IT teams like application development and QA to investigate, test and develop solutions and workarounds to resolve client issues/requests
• Identify high priority incidents and escalate to management
• Experience working with business users at client site
• Excellent communication, persuasion and negotiation skills
• Good team player
• Working Knowledge of IT Hardware and Software
• Ability to learn, adapt and master in house software

(Working Hours/Timing: 1:30 pm to 10:30 pm 6 months and 2:30 pm to 11:30 pm 6 months due to daylight UK timing)