L1 Support Engineer | Offshore - Chennai | India
PhotonChennai, Tamil Nadu, India
Posted November 11, 2024
Full Time
About the Company
Photon is a global leader in AI and digital solutions, accelerating AI adoption and enabling Fortune 100 clients to stay agile and future-ready. With expertise in IoT, API management, big data analytics, and more, Photon combines AI management, digital innovation, and engineering excellence to drive lasting transformation for F500 clients across billions of touchpoints daily. Employing thousands worldwide, Photon's comprehensive suite of services positions them as a distinctive player in the converging digital and AI landscape.
Job Description
This L1 Support Engineer role is focused on providing 24/7 support to the IT systems, utilizing ITIL frameworks and troubleshooting web applications. Candidates should be familiar with SQL, reporting tools, ticketing systems, and escalation processes.
Requirements
- Proven experience in a 24/7 support model
- Understanding of ITIL frameworks and best practices
- Knowledge of SQL
- Experience troubleshooting web applications
- Familiarity with reporting tools and generating service-related reports
- Hands-on experience with ticketing systems (e.g. Servicedesk)
- Experience in managing escalation processes effectively
- Familiarity with cloud monitoring tools, especially Azure, and understanding of server alert mechanisms
