IT Support

IT Support

Location: Mumbai (Bandra East)

Shift timings: General shift

About Atlas:

Atlas Systems Inc. is a Software Solutions company headquartered in Princeton, NJ. Incorporated in 2003, Atlas provides a comprehensive range of solutions in the areas of GRC, Technology, Procurement, Healthcare Provider, and Oracle to customers across the globe. Combining our unparalleled experience of over a decade in the software industry and global reach, we have grown with extensive capabilities across industry verticals.

Ideal Candidate is:

• Minimum two + years on NOC/IT Support.
• ITIL Certification preferred.
• General Shifts (8 AM- 5PM)
• Should have Bachelor's degree.
• Experience in interacting with international (US) clients and participating in Severity 1 Bridge calls, weekly meetings.

Responsibilities:

• Technical depth and breadth across IT systems infrastructure including UNIX, Linux, Windows, Virtualization, Storage, Databases Servers.
• Manage and execute day-to-day operations of the IT Operations team and associated systems/services as per the checklist.
• Monitoring and maintaining the overall client network/IT infrastructure.
• Field client customer incoming calls, help clients troubleshoot L1/L2 issues, diagnose network and server problems, and provide resolutions.
• Provide L1/L2 remote troubleshooting support and fault finding assistance and guidance.
• Work with client business units, partners, and management on infrastructure projects.
• Proper coordination with other teams to resolve the issue, also, to initiate escalations as per the SLAs in-place and internal policies.
• Speak to client customers via email and phone for requirements capture/update. Proper update notes to client customers within given timeline.
• Proactive in monitoring, identifying, escalating, and addressing technical issues and risks.
• Experience in change management and incident management tools.
• Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Ask customers targeted questions to quickly understand the root of the problem.
• Ability to diagnose and troubleshoot basic technical issues.
• Familiarity with remote desktop applications and help desk software.