Basic knowledge of computer hardware
software
operating systems
and networking.
Basic understanding of LAN/WAN
Wi-Fi
switches
routers
and network devices is an advantage.
Good troubleshooting and problem-solving skills.
Responsible
proactive
and willing to learn.
Good communication and interpersonal skills.
Able to work independently and as part of a technical team.
Recommend an appropriate course of action to resolve tickets or escalate accordingly
Ensure that tickets which cannot be resolved at this level are escalated to the next level in a timely manner, with all troubleshooting steps and information collected and documented
Act as first point of contact via phone/email/chat or walk-in support for end users, and documents each contact including troubleshooting/action taken in appropriate system, while ensuring and promoting the image of IT as a service provider
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Provide L2 technical support for production and non-production environments, with strong hands-on experience in Linux, Oracle Database, and Shell Scripting.
Monitor the health and performance of applications, servers, databases, and infrastructure using enterprise monitoring tools.
Investigate, troubleshoot, and resolve issues across applications, middleware, databases, networks, and operating systems.
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