Infrastructure Support Specialist

Job Description Summary

The Infrastructure Support Specialist 45 is responsible for following defined procedures and

methodologies to install, configure, test, maintain and support hardware, software, and cloud-

based solutions, including implementation, basic integration, and solution activation. The role

addresses common technical issues and delivers reactive technical assistance to maintain

seamless operation of solutions, minimizing downtime and bolstering user satisfaction. The role

thoroughly documents solutions to aid infrastructure support team, thereby promoting

collaboration and knowledge sharing. The role implements configuration management and

version control practices to ensure the consistency and traceability of software artifacts

throughout the development lifecycle, thereby enhancing stability and reliability.

Justification

This position is for Tier1 role with basic technical skills to handle the customer.

Job Responsibilities:

• Builds, deploys, and/or integrates solutions, leveraging technical knowledge to develop and

implement robust solutions aligned with project requirements, ensuring optimal performance and

functionality.

• Collaborates effectively on technical implementation deliverables, including detailed design

documentation, system build, configuration, and testing, ensuring high-quality deliverables are met,

fostering teamwork and alignment.

• Resolves routine technical issues and provides reactive technical support, ensuring smooth

operation of solutions and minimizing downtime, promoting reliability and user satisfaction.

• Documents solutions comprehensively to facilitate support teams and other consultants'

understanding and participation in support and onward development, enhancing knowledge sharing

and collaboration.

• Contributes to the collective learning of the organization by sharing knowledge globally and

identifying repeatable processes for leverage across multiple projects, fostering continuous

improvement and efficiency.

• Practices configuration management and version control, ensuring consistency and traceability of

software artifacts throughout the development lifecycle, promoting stability and reliability.

• Executes activities in accordance with the organization's Excellence Process Framework, adhering

to established standards and best practices, ensuring consistency and quality in service delivery.

• Collaborates to implementation projects and/or service teams, fostering collaboration and

knowledge sharing to drive project success, contributing to project outcomes and organizational

success.

• Demonstrates basic understanding of company products and services, utilizing introductory

knowledge to support customers and internal stakeholders effectively.

• Must have any sort of ticketing tool knowledge and Awareness on SLA management.
• Should have good communication skills and interpersonal skills
• Ready to work on shifts and weekends if needed.
• Must have basic AI skills and should know how to use CHATBOT
• Should be able to work under pressure and 24/7 shift

Minimum required Education:

High School Diploma, Vocational Education/ Bachelor's Degree in Computer Science, Software

Engineering, Information Technology or equivalent.