Hiring 1st Line Support Engineer For Cloud Based It Company (Vadodara)

About the Role

As a 1st Line Support Engineer, you will be the primary point of contact for customers and internal stakeholders, providing timely and effective support for cloud-based IT services. Your day-to-day tasks will involve troubleshooting, resolving, and escalating technical issues, as well as collaborating with cross-functional teams to ensure seamless support operations.

You will work closely with the support team to identify and resolve technical issues, develop and maintain knowledge bases, and participate in on-call rotations to ensure 24/7 support coverage.

Key Responsibilities

• Respond to and resolve customer inquiries and technical issues via phone, email, or chat platforms.
• Collaborate with internal stakeholders to gather information, escalate complex issues, and provide updates on issue resolution.
• Develop and maintain knowledge bases, documentation, and training materials to improve support processes and customer satisfaction.
• Participate in on-call rotations to ensure 24/7 support coverage and respond to critical issues outside of regular working hours.
• Contribute to the development and implementation of support processes, procedures, and tools to improve efficiency and effectiveness.
• Work closely with the QA team to identify and report defects, and provide feedback on product improvements.
• Stay up-to-date with industry trends, technologies, and best practices to continuously improve support skills and knowledge.

Skills & Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 0-4 years of experience in technical support, customer service, or related field.
• Strong understanding of cloud-based IT services, including infrastructure, applications, and security.
• Excellent communication, problem-solving, and interpersonal skills.
• Ability to work in a fast-paced environment, prioritize tasks, and meet deadlines.
• Proficiency in IT service management tools, such as ServiceNow or JIRA.
• Knowledge of ITIL (Information Technology Infrastructure Library) framework and practices.

What You'll Learn

As a 1st Line Support Engineer, you will gain hands-on experience in troubleshooting, resolving, and escalating technical issues, as well as developing and maintaining knowledge bases. You will also learn about cloud-based IT services, IT service management tools, and industry best practices.

You will have the opportunity to work with a talented team of engineers, developers, and support professionals, and contribute to the development and implementation of support processes and procedures.

Resume Tip

When applying for this role, be sure to highlight your technical skills and experience in cloud-based IT services, as well as your ability to work in a fast-paced environment and prioritize tasks. Use specific examples from your previous experience to demonstrate your problem-solving and communication skills.

Also, make sure to tailor your resume to the job description and requirements, and use keywords from the job posting to help your application pass through applicant tracking systems (ATS).