Cloud Infrastructure Services-Associate

Role:Cloud Infrastructure Services

Requirements:

• Learn infrastructure domain components, common tools and application used. Learn cloud basics.
• Ability to understand the client query and provide hardware / software / network problem diagnosis / resolution via telephone/email/chat 
• Ensure every issue/request is logged in the Ticketing tool without any lapses.  
• Provide first Level remote support and IT related services to end users based on SOPs within agreed SLAs  
• Route tickets to internal 2nd and 3rd level IT support staff appropriately 
• Use the ITIL Framework to document and manage Incidents and work requests. 
• Assign Service Requests / incidents to appropriate support teams and follow up until closure.  
• Educate Users about Self-help articles, best practices thus creating awareness about IT systems usage. 
• Co-ord...