L0/L1Triage - Frontdoor SME(AI)

Bestinfo Systems LLC; Fremont (CA); Hybrid; USD 60,000 - 80,000; Full time

Job summary

Bestinfo Systems LLC in Fremont, CA is seeking a Local L0/L1 Support specialist to be the first point of contact for platform requests, triage incidents, and route issues to the appropriate L2, vendor, or IT team. This hybrid, long-term role requires solid incident ownership, strong communication, and the ability to perform structured troubleshooting across cloud, data, and AI platforms.

You will work from a hybrid setup, engage in runbooks, monitor health checks, and ensure timely updates to

Qualifications

• Strong incident ownership and coordination skills.
• Working knowledge of monitoring, ticketing, access management, and runbooks.
• Ability to perform structured troubleshooting across cloud, data, and AI platforms.
• Familiarity with ITIL or SRE practices is preferred.

Responsibilities

• Receive and triage incidents, service requests, and monitoring alerts.
• Perform initial health checks using approved runbooks.
• Capture clear issue details, business impact, evidence, and troubleshooting steps.
• Route work to the correct specialist and coordinate cross-team escalation.
• Track incidents through closure, keep users informed, and improve runbooks based on recurring issues.

Skills

Incident ownership

Monitoring

Ticketing systems

Runbooks

Cloud troubleshooting

ITIL familiarity

Job description

Submit only Local to CA (Relocation Candidates will not be entertained)

Must have all Highlighted Skills

L0/L1 Support

Location: Fremont, CA(Hybrid role)

Duration Long Term.

Interview Mode: Video Call/F2F

Profile- Acts as the front door for platform requests and alerts, owns intake-to-resolution routing, and keeps issues moving to the correct L2, vendor, or IT team.

Key responsibilities:

• Receive and triage incidents, service requests, and monitoring alerts.
• Perform initial health checks using approved runbooks.
• Capture clear issue details, business impact, evidence, and troubleshooting completed.
• Route work to the correct specialist and coordinate cross-team escalation.
• Track incidents through closure, keep users informed, and improve runbooks based on recurring issues.

Required skills and experience:

• Strong incident ownership, communication, and coordination skills.
• Working knowledge of monitoring, ticketing, access management, and operational runbooks.
• Ability to perform structured troubleshooting across cloud, data, and AI platforms.
• Familiarity with ITIL or SRE practices is preferred.