Cloud Infrastructure Services-Associate

Role:Cloud Infrastructure Services Requirements: Learn infrastructure domain components, common tools and application used. Learn cloud basics. Ability to understand the client query and provide hardware / software / network problem diagnosis / resolution via telephone/email/chat Ensure every issue/request is logged in the Ticketing tool without any lapses. Provide first Level remote support and IT related services to end users based on SOPs within agreed SLAs Route tickets to internal 2nd and 3rd level IT support staff appropriately Use the ITIL Framework to document and manage Incidents and work requests. Assign Service Requests / incidents to appropriate support teams and follow up until closure. Educate Users about Self-help articles, best practices thus creating awareness about IT sys