Support Engineer

ACL Digital; Bengaluru; On-site; INR 420,000 - 540,000; Full time

Job summary

ACL Digital in Bengaluru seeks a Level 1 Service Desk specialist to provide front-line support for Schneider Electric’s IoT cloud platform. You will be the first contact for incidents and requests, ensure 24x7 monitoring, and coordinate with global teams for timely resolutions.

The role requires 2–4 years in service desk, solid knowledge of APIs, cloud technologies (AWS/Azure), IoT familiarity, and experience with Jira, ServiceNow, and Salesforce BFO.

Qualifications

• 2-4 years of experience in Service Desk support in a 24x7 environment.
• Exposure to Web Applications support.
• Strong knowledge of APIs, Cloud technologies (AWS/Azure), IoT, and RPA implementations.

Responsibilities

• Provide Level 1 support and monitor SLA compliance.
• Be the first point of contact for issues and requests for the IoT ecosystem.
• Troubleshoot issues and escalate according to defined operations processes.
• Maintain knowledge base and rotate shifts including night shifts.

Skills

Service Desk support

Web Applications

APIs

Cloud technologies

RPA

IT troubleshooting

Client-centric

Tools

Jira

Salesforce BFO

ServiceNow

MS Excel

Job description

Job purpose:

• Candidate shall oversee providing a strong front-line support (Level-1 Support) to Schneider Electric’s IOT enabled cloud-based technology platform under EcoStruxure Platform practice.
• Duties and responsibilities Will be the first point of contact for Issues & Requests related to our IOT ecosystem.
• Act as a Level 1 Support associate to provide first level support and ensure smooth running of automations within the defined Service Level Agreements.
• Ensure 24*7 availability for monitoring activities.
• Communicate effectively with users, collaborate with stakeholders and colleagues across various geographic locations.
• Communicate effectively with peers and team members to ensure smooth hand-off and thereby display excellent sense of accountability.
• Be open to new challenges and strive towards growth and eagerness to learn.
• Taking ownership of tickets and driving to quick & effective resolutions within defined Service Operation processes.
• Troubleshoot issues and provide resolution or escalat* accordingly based on the defined process/guidelines.
• Hands-on experience on Cloud technologies support.
• Liaise with other Support teams regarding problem analysis and resolution.
• Prioritize requests effectively and efficiently and work with a sense of urgency as determined by the client or management.
• Accountable for configurations in Production environment done as part of L1 Support activities.
• Provide Level 1 Support & Monitoring of different applications & automated bot services.
• Perform daily checks, apply recovery and troubleshooting procedures strictly.
• As part of 24*7 support team, be flexible working in Rotational Shifts (including night shifts).
• Document the knowledge base and share with team members.
• Learn new Tools/ Technologies as per business requirements.
• Strong adherence towards process orientation.
• Able to articulate ideas and conduct training to the team members.

Skill Set Required:

• A minimum of 2-4 years of experience in Service Desk support performing Service operations in a 24*7 support environment.
• Exposure to Web Applications support.
• Strong knowledge of API’s, Cloud technologies (AWS/Azure), Internet of Things (good to have), RPA and its implementation and functionality.
• Experience in troubleshooting and identifying and resolving issues in IT environment and remote access tools.
• Excellent logical and analytical skills.
• Strong client driven approach & service-oriented mindset.
• Versatile team member with excellent communication and collaboration skills.
• Excellent troubleshooting skills applying IRPs and the defined protocols.
• Experience using ticketing portals like Jira, Salesforce BFO and ServiceNow.
• Good knowledge of MS office applications with a commanding grip in MS Excel.
• Able to work with various systems, platforms, operating systems, languages, tools and technologies.
• Adaptability to changing work environment and technologies.
• Willingness to enhance skills and knowledge as required.