L1 Support/Helpdesk Support(NCS/Job/ 1411)

Location- Bangalore Brillio Office- The HUB (Hybrid)

Experience range – 2 to 4 years

No of position: 5

Start Date: 26-Jun

We are conducting virtual drive on Friday, need your support to close all 5 then.

Expectation from this role:

This role plays a pivotal part in improving first-touch resolution, enabling accurate triage, and accelerating the resolution of known or recurring issues. The ideal candidate will have 2–3 years of experience in infrastructure support with exposure across multiple domains and hands-on experience with ITSM platforms, monitoring tools, and automation technologies. This role also requires experience supporting international B2B customers in a fast-paced, SLA-driven environment.

Responsibilities:

• Act as the first point of deep triage for alerts and events across IT platforms—validate issues and suppress false positives.
• Triage alerts and logs to determine severity, validate incidents, and execute predefined remediation actions.
• Categorize and prioritize tickets using ITSM best practices.
• Resolve high-frequency and well-documented incidents related to email, VPN, printers, application access, and infra services.
• Execute remediation using approved scripts, auto-remediation tools, and known runbooks.
• Collaborate with L2/L3 teams to identify root cause and create preliminary RCA for frequent tickets.
• Participate in feedback loops and implement corrective updates to SOPs or KBs.
• Coordinate with multiple teams (network, cloud, security) during triage and low-risk infra interventions.
• Contribute to monitoring threshold refinement and noise reduction strategies.
• Troubleshoot and resolve recurring or well-documented technical issues independently using SOPs and KBs.
• Interact with global B2B customers to gather inputs, provide resolution updates, and document client interactions professionally.
• Maintain high levels of customer satisfaction through timely updates and clear communications.

Qualifications:

• Bachelors in IT/Engineering or relevant discipline.
• ITIL Foundation certified preferred.
• Basic certifications in cloud (e.g., AZ-900), networking (e.g., CCNA), or automation (e.g., Ansible, Python scripting) are a bonus.
• Working knowledge of ticketing workflows, monitoring tools, and scripting practices. Awareness of SLAs, ticket lifecycle, change management, and incident response.
• ability to troubleshoot via CLI tools like PowerShell, SSH, and Windows CMD.

Tools:

• Monitoring & Observability: SolarWinds, Azure Monitor, ELK Stack, Dynatrace
• ITSM & Workflow: ServiceNow, Jira Service Management, Remedy
• Automation & Scripts: PowerShell, Python, Ansible playbooks
• Knowledge Repositories: SharePoint, SOP Wiki, Confluence
• Security Support: Microsoft Defender alerts, vulnerability dashboards (e.g., Qualys, Tenable)

Soft skills requirement:

• Strong analytical and problem-solving mindset with a proactive approach.
• Excellent communication skills, especially in interacting with international clients.
• Collaboration-focused with the ability to work across different IT teams effectively.
• Organized, detail-oriented, and capable of managing multiple priorities simultaneously.
• Strong documentation skills: capable of creating/updating SOPs and KB articles based on real-time fixes.