Engineer - Cloud & Infra Management

Role description

LTIM Client USA Frisco Texas

GradeP1

Language English

Please find the JD Key Responsibilities Technical Support Serve as the first point of contact for users seeking technical assistance addressing and resolving software hardware and network issues Incident Management Log prioritize and track incidents using a ticketing system ensuring timely resolution in accordance with service level agreements SLAs Problem Diagnosis Identify root causes of recurring issues and escalate complex problems to highertier support when necessary System Maintenance Perform routine maintenance on IT systems including updates backups and patch management to ensure optimal performance User Training Provide guidance and training to users on best practices and the use of IT tools and systems Monitoring Continuously monitor systems to detect potential issues and minimize downtime ensuring a seamless user experience Required Skills and Qualifications Technical Proficiency Strong understanding of operating systems WindowsLinux networks and troubleshooting techniques Communication Skills Ability to explain technical concepts clearly to nontechnical users ensuring effective communication ProblemSolving Analytical thinking to diagnose and resolve issues efficiently with a focus on user satisfaction Experience Typically requires a bachelors degree in Computer Science Information Technology or a related field along with relevant certifications eg CompTIA A ITIL Experience Level A minimum of 23 years in IT support roles preferably in a corporate environment with exposure to service desk operations Primary Skills Technical troubleshooting OS VPN email MDM basic network Incident logging in DEX ServiceNow Firstcall resolution using scripts KB Multichannel support handling phone chat email portal Basic AD operations password reset unlock group membership checks Communication skills clear concise userfriendly Identifying escalating Major Incidents Using and updating Knowledge Base Providing timely ticket updates to users Secondary Skills Customer service empathy Basic understanding of ITIL processes SLA awareness and adherence Reporting analytics basic ticket trend observation Collaboration with L2L3 teams Basic domain awareness Windows macOS O365 network basics Selflearning and continuous improvement mindset Documentation and process compliance Question How would you troubleshoot a users VPN connection that fails only when working remotely but works fine in the office Question When logging an incident in ServiceNow what key information must you capture to ensure quick and accurate resolution Question How would you handle a frustrated user who is repeatedly facing the same issue and demands an immediate fix

Skills

Mandatory Skills : Servicedesk

Other details

Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree (“LTIM”):

Benefits and Perks:

• Comprehensive Medical Plan Covering Medical, Dental, Vision
• Short Term and Long-Term Disability Coverage
• 401(k) Plan with Company match
• Life Insurance
• Vacation Time, Sick Leave, Paid Holidays
• Paid Paternity and Maternity Leave

The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.

Disclaimer: The compensation and benefits information provided herein is accurate as of the date of this posting.

LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.

Benefits
Compensation range: $47,390.00 to $63,945.00 per year
About LTM
LTM is an AI-centric global technology services company and the Business Creativity partner to the world’s largest and most disruptive enterprises. We bring human insights and intelligent systems together to help clients create greater value at the intersection of technology and domain expertise. Our capabilities span integrated operations, transformation, and business AI — enabling new ways of working, new productivity paradigms, and new roads to value. Together with over 87,000 employees across 40 countries and our global network of partners, LTM — a Larsen & Toubro company — owns business outcomes for our clients, helping them not just outperform the market, but to Outcreate it. Please also note that neither LTM nor any of its authorized recruitment agencies/partners charge any candidate registration fee or any other fees from talent (candidates) towards appearing for an interview or securing employment/internship. Candidates shall be solely responsible for verifying the credentials of any agency/consultant that claims to be working with LTM for recruitment. Please note that anyone who relies on the representations made by fraudulent employment agencies does so at their own risk, and LTM disclaims any liability in case of loss or damage suffered as a consequence of the same. Recruitment Fraud Alert - https://www.ltimindtree.com/recruitment-fraud-alert/