L1 Support Engineer
L1 Support Engineer
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Salary Not Disclosed
1 Vacancy
Job Description
Monitor and provide initial analysis/investigation and escalation of events faults incidents and problems surveillance of alerts alarms automated notifications and confirmation on status of service;
Provide Level 1 support which applies across service desk infrastructure support software support and services and service delivery management;
Level 1 has the following responsibilities:
Accept escalations from users Customer and other technical and support teams;
Analyse and callout application issues operating system/product level issues and hardware equipment and infrastructures issues as appropriate;
Respond to alerts alarms automated notifications and changes to status of Services in accordance with the defined SLAs;
Service Request fulfilment withing SLA all the SRs to be responded via service mgmt. tools provided by the client.
Track alarms until restoration;
Track events faults issues incidents and problems until resolution;
Clear and reset alerts alarms automated notification and status of Man Services;
Log and capture sufficient information to enable restoration of service and Support
Provide updates in accordance with the Customers incident process to defined stakeholders;
Escalate to Level 2 the identified events faults issues incidents and problems; o Provide management reports as requested by the Customer.
Execution of Schedule jobs and scirpts for Reporting.
Table Backup Pre Bill Live Bill Issue accounts Patch Service execution including Auto Billing & Bill Notification Accuracy Part Billing Summary Report Preparation Table verification for MASS and ENTERPRISE.
Basic understanding of operating systems Linux and Linux commands.
Basic understanding of the PL/SQL scripts and database management systems.
Should have a prior of 0 to 2 years with IT services or Managed services for application management.
3000 RM to 3500 RM
Employment Type
Full Time
