**Position: Level 1.5 Support TechnicianLevel 1.5 Support Technician**
**Overview and Goals**
For the past 15 years, Centrilogic has established itself as a leading global provider of multi-cloud management, cloud-native application development solutions, and comprehensive digital transformation services.
The Level 1.5 (L1.5) Support Technician role is an intermediate technical position within our organization, serving as a crucial escalation point for key strategic clients. The ideal candidate will work closely with and mentor Level 1 support technicians. This individual will leverage their understanding of the customer environment, access knowledge articles and documentation, and utilize strong troubleshooting skills to resolve incidents. When necessary, they will escalate issues to Level 2 or Level 3 specialists, ensuring thorough documentation of all steps taken and resources utilized to facilitate efficient incident resolution.
**Key Responsibilities**
– Be available to work either day or night shift roles.
– During peak activity periods, assist in monitoring and managing ticket queues in the dedicated customer Service Now instance.
– Reach out to on-call resources to escalate and transfer high-priority issues as needed.
– Address monitoring alerts and escalate tickets for further support when necessary.
– Engage with customers regarding issues through phone, email, and/or chat.
– Document all customer interactions in support tickets.
– Carry out documentation and other administrative tasks as assigned.
**Required Skills and Knowledge**
– Outstanding customer service skills.
– Strong and clear communication abilities.
– Quick learner with the capacity to adapt.
– Intermediate technical expertise across a range of technologies listed below.
– Proficient troubleshooting and critical-thinking skills.
– Ability to adapt to changing environments.
– Capability to follow and develop standard operating procedures and knowledge articles (SOPs and KBs).
– Efficient in prioritizing and managing multiple tasks.
– Plan, communicate, implement, and document changes, including patching or infrastructure modifications.
– Create and/or update documentation as needed.
– Intermediate knowledge of the following technologies:
– Operating Systems (Windows, Linux)
– Service Now
– Public Cloud services (OCI, Azure), including cloud networking, storage, PaaS services, etc.
– Database PaaS services in Public Cloud
Additionally, knowledge of the financial industry’s uLevel 1.5 Support Technicianse of Kubernetes is a valuable asset.
https://centrilogic.bamboohr.com/careers/136?source=LinkedIn