IT L1 Support with Telco experience- Immediate joiner - Coimbatore, India - SolarSys Innovations Private Ltd

Description

Job Description:

We are seeking a highly motivated and customer-focused individual to join our team as an L1 Service Management Specialist. In this role, you will be responsible for providing first-level support and assistance to our clients, ensuring timely resolution of incidents and service requests. You will play a critical role in maintaining high levels of customer satisfaction and service quality.

Responsibilities:

• Serve as the first point of contact for all incoming incidents and service requests, either via phone, email, or ticketing system.
• Log, categorize, prioritize, and assign incidents and service requests according to established procedures and service level agreements (SLAs).
• Provide initial assessment and troubleshooting of incidents, escalating complex issues to higher-level support teams as needed.
• Monitor the status and progress of incidents and service requests, keeping clients informed of updates and resolutions.
• Ensure timely resolution of incidents and service requests within established SLA targets, escalating unresolved issues to appropriate teams or management for further action.
• Document all interactions, actions taken, and resolutions achieved in the incident management system, maintaining accurate and detailed records.
• Proactively identify recurring issues and potential service improvements, escalating to management for review and action.
• Participate in on-call rotations and after-hours support as required to provide 24/7 coverage for critical incidents and emergencies.
• Need to liase with IT L2 and/or other SME community like Network/Platforms
• They will also liase closely with the Product owners/BAS and the delivery feature teams more to share knowledge . It will be an opportunity for budding professionals to work in a true Product environment. They may also be requested to perform BVT or UAT to support the Trasnformation team at some times