L1 L2 Support Mis / Application Support Job In Innovative Techhub Private Limited In Pune

Job Description for L1 Engineer: Attend all the calls forwarded by Service Desk and by the Incident management team Ensure calls are resolved within the SLA agreed Escalate with documented evidences to the next level as and when required to the respective teams ( Server, NMC, IT Security, IT SDM & Service delivery ) and follow up to its closure with a complete resolution Ensure adherence to operational & technical escalation process ( escalation Matrix) Provide accurate information in the shift handovers and on email to the respective Managers Patching and cabling of the Assets Basic Knowledge About application Support, MS-Excel, Good Communication, Professional AttitudeJob Description for L2 Engineer: Resolve all the calls escalated by the L1.

Provide a detailed RCA analysis for all the critical calls with solution engineering details To close all the repeat call analysis and provide permanent solutions Build site specific knowledgebase and SOP documentations for the processes To ensure all the desktops and laptops are covered with Latest (Anti-Virus DAT,Patches & relevant Security compliance norms) as per security guidelines Ensure all the Desktop mapping with Inventory is up to date and no deviations in the naming conventions To update relevant documents whenever a change is observed, follow with the Change control process Participation in IT/InfoSec audit related

Provide Technical Support To Ensure That Hardware And Software Systems Are Fully Functional. Manage Security Administration Activities For Systems. Create And Generate Reports In Timely And Accurate Manner. Conduct System Training To Appropriate Staf

Innovative Techhub Private Limited is looking for Diploma, Bachelor Of Science (b.sc), Bachelor Of Technology (b.tech/b.e) profile candidates.