<p><p><b>Role : IT Support</b><br/><br/><b>Location :</b> Mumbai (Bandra East)<br/><br/><b>Shift timings :</b> General shift<br/><br/><b>About Atlas :</b><br/><br/>Atlas Systems Inc.
is a Software Solutions company headquartered in Princeton, NJ.
Incorporated in 2003, Atlas provides comprehensive range of solutions in the area of GRC, Technology, Procurement, Healthcare Provider and Oracle to customers across the globe.
</p><p><br/></p><p>Combining our unparalleled experience of over a decade in the software industry and global reach, we have grown with extensive capabilities across industry verticals.<br/><br/><b>Ideal Candidate is :</b><br/><br/>- Minimum 2+ years on NOC /IT Support.<br/><br/>- ITIL Certification preferred<br/><br/>General Shifts (8 AM- 5PM)<br/><br/>- Should have bachelors degree<br/><br/>- Experience in Interacting with international (US) clients and participating in Severity 1 Bridge calls, weekly meetings.<br/><br/><b>Responsibilities :</b><br/><br/>- Technical depth and breadth across IT systems infrastructure including UNIX, Linux, Windows, Virtualization, Storage, Databases Servers<br/><br/>- Manage and execute day-to-day operations of the IT Operations team and associated systems/services as per the checklist<br/><br/>- Monitoring and maintaining the overall client network/IT infrastructure<br/><br/>- Field client customer incoming calls, help clients troubleshoot L1/L2 issues, diagnose network and server problems, and provide resolutions.<br/><br/>- Provide L1/L2 remote troubleshooting support and fault-finding assistance and guidance.<br/><br/>- Work with client business units, partners and management on infrastructure projects<br/><br/>- Proper coordination with other teams to resolve the issue, also, to initiate escalations as per the SLAs in-place and internal policies<br/><br/>- Speak to client customers via email and phone for requirements capture/update.
</p><p><br/></p><p>- Proper update notes to client customers within given timeline.<br/><br/>- Proactive in monitoring, identifying, escalating, and addressing technical issues and risks<br/><br/>- Experience in change management and incident management tools<br/><br/>- Diagnose and troubleshoot technical issues, including account setup and network configuration<br/><br/>- Ask customers targeted questions to quickly understand the root of the problem<br/><br/>- Ability to diagnose and troubleshoot basic technical issues<br/><br/>- Familiarity with remote desktop applications and help desk software</p><br/></p> (ref:hirist.tech)