Job Description

Responsibilities

  • Finding cause of issues assigned using logs, knowledge base, other support sources (cover front and backend).
  • Working on the life-cycle of help desk incidents
  • Resolving the issue based on support documents/knowledge base especially if it falls into system configurations, restarts etc
  • Assigning the ticket to L3 support if necessary, otherwise, fixing the issue by code changes
  • Maintaining the Knowledge base
  • Guiding customer support teams (MGCC/ SFU) on troubleshooting the issues or guiding to get more clarity on the issues
  • Review information and training available for L1 support
  • Review Application logs for exceptions and find root cause of the issues and work on resolution (self or via L3 support)
  • Support DR activities
  • Ability to learn technologies and delivery as per Team's requirements

Qualifications

  • Minimum 3 years' experience i...

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