This profile aligns with a capacity-based L1 Support model, covering:

- Omnichannel Intake: Monitoring and handling incoming requests via ticketing portals, live chat, email, and automated system alerts.
- Customer Engagement & Acknowledgement: Delivering prompt, empathetic initial responses to validate user impact and set clear resolution expectations.
- Initial Triage & Diagnosis: Replicating reported issues and conducting basic technical troubleshooting using standardized Knowledge Base (KB) articles and runbooks.
- Ticket Lifecycle Management: Logging, categorizing, prioritizing, updating, and closing tickets while adhering to target SLAs.
- Contextual Escalation: Gathering diagnostic evidence (logs, screenshots, environment details) and routing unresolved issues to designated L2/L3 teams or on-call contacts.
- Incident Communication: Providing proactive status updates to internal or external stakeholders during active service disruptions.
- Operational Handovers & Reporting: Conducting shift handovers and logging daily activity metrics to support operational transparency.

Required Skills & Experience
- Customer-Centric Mindset: Experience in technical support, helpdesk, service desk, NOC, or client success environments serving internal or external customers.
- Communication & De-escalation: Strong written and verbal English skills to translate complex technical concepts into clear, user-friendly language and manage frustrated users effectively.
- Process Discipline: Proven ability to follow standard operating procedures (SOPs), knowledge articles, and escalation trees consistently.
- ITSM Familiarity: Hands-on experience navigating enterprise ticketing and ITSM platforms (e.g., Jira Service Management, ServiceNow, Zendesk, or equivalent).
- Incident Lifecycle Knowledge: Solid grasp of ITIL concepts, ticket priorities (P1P4), SLA thresholds, and operational escalation discipline.
- Detail Orientation:



Precise documentation skills when logging reproduction steps, timestamps, error messages, user environment details, and actions taken.
- Operational Adaptability: Ability to operate effectively in fast-paced environments, including overnight, weekend, or rotational shift schedules.

Technical Skills (Tool-Agnostic Core) This role relies on foundational technical literacy to diagnose web and cloud application issues across diverse technology stacks:
- Web Architecture & Browser Diagnostics: Basic understanding of client-server models; ability to inspect frontend errors using browser Developer Tools (Console, Network tab) and capture HAR files for escalation.
- API Fundamentals & HTTP Protocol: Understanding of REST/SOAP API concepts and HTTP status codes (distinguishing client-side 4xx errors from server-side 5xx errors) to evaluate backend integration health.
- Identity & Access Management (IAM): High-level grasp of Single Sign-On (SSO), OAuth, and SAML concepts to troubleshoot authentication, access permissions, and session failures.
- Data Validation: Ability to read basic database structures and execute read-only SQL queries to verify user records or system states.
- Log Analysis & Observability Concepts: Familiarity with searching centralized logging systems using correlation IDs, user IDs, or timestamps to trace application errors.
- Workflow Monitoring: Ability to check scheduled job statuses, data pipelines, and batch execution alerts.

Tools & Platforms (Agnostic Tech Stack) The analyst adapts to the client's existing operational setting, which typically features:
- ITSM / Ticketing: Jira Service Management, ServiceNow, Zendesk, Freshservice, or custom client portals.
- Observability & APM: Datadog, CloudWatch, Dynatrace, New Relic, Grafana, or equivalent dashboard tools.
- Log Management: Splunk, ELK Stack, Sumo Logic, or generic cloud log viewers.
- Communication & Incident Bridges: Slack, Microsoft Teams, Zoom, or email platforms.
- Knowledge Repositories: Confluence, Notion, IT Glue, or internal knowledge bases.

📌 TechnicalSupport Engineer (Pune)
🏢 Crayontek
📍 Pune