IT Support Engineer(L1 Support)

4 weeks ago


Singapore CLOUD KINETICS CONSULTING PTE. LTD. Full time
Roles & Responsibilities

Responsibilities:

- Monitoring & Alerts:

- Track workspace health, pipeline execution status, and resource utilization.

- Respond to alerts from Monitoring

- Active monitoring email / MS team support channel.

- Basic Troubleshooting:

- Validate connectivity issues (e.g., workspace access, linked services, network issue).

- User Support:

- Handle access requests and basic enquiry or clarification.

- 1st layer of contact from user

- Update assets inventory, service asset and configuration management, certificate, secret key rotation management - every month

- Send the notification for schedule server patching and get approval from customer

- Prepare the monthly report data, ex: SLA for incidents/SR tickets info on the tickets, IaaS performance matrix, security reports.

- Support SDM on day 2 day activities.

- Ticket Management:

- Monitor the dashboard according to user office hour

- Do triage, assessment, clarification etc on the tickets

- Escalate to L2 support with ready / complete information on the issue/SR.

- Follow up the pending ticket to 3rd parties and action items that are required on a daily basis.

- Log incidents and service requests - on behalf of customers or just for internal

- Routine Checks:

- remaining SLA for each incident ticket, and escalate to SDM when the progress is slow.

- Ensure the SR progress is moving, unless pending clarification from the customer.

Tell employers what skills you have

Microsoft Azure
Troubleshooting
Azure
Customer Support
resolve incident tickets
Administration
Information Technology
Service Request Management
Service Request
Technical Support
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