A CL 11 support contributes to ensuring that services are delivered to meet customer business needs and expectations.  He or she is functionally and technically skilled in providing first level of support for resolution of customer and system incidents and in liaising with technologists and other agencies to resolve requests issues in a timely fashion.  He or she provides customer guidance on maintenance of underlying project technical infrastructure, including hardware, database and operating systems.  He or she applies quality processes in performing the tasks.  Providing first level of support for customer and system incidents and requests using basic technical and service knowledge  Assuming initial ownership for the coordination, investigation and documentation of customer and system incidents  Performing initial level of diagnosis of incidents and resolving them when appropriate  Interpreting problems or errors at a basic level and assessing the risk of events and escalating appropriately to protect client services  Ensuring proper documentation on incidents and / or requests handled  Following up on incidents to ensure resolution and customer satisfaction  Monitoring issues until they are resolved / closed  Demonstrating good understanding of the customer's business needs and applying them to the management of system events & incidents  Working with other teams (e.g. technical team, service desk) to ensure coordinated management of incidents and / or requests.  Maintains an understanding of customer Service Level Agreements  Develops and maintains product knowledge, business and professional skills by participating / attending CBT and classroom trainings  Develops and maintains knowledge about the tools, standards and processes used by the project team and the client.  Seeking opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback  Yielding productivity at the same level as client Service Level Agreements

A CL 11 support contributes to ensuring that services are delivered to meet customer business needs and expectations.  He or she is functionally and technically skilled in providing first level of support for resolution of customer and system incidents and in liaising with technologists and other agencies to resolve requests issues in a timely fashion.  He or she provides customer guidance on maintenance of underlying project technical infrastructure, including hardware, database and operating systems.  He or she applies quality processes in performing the tasks. 

Providing first level of support for customer and system incidents and requests using basic technical and service knowledge 

Assuming initial ownership for the coordination, investigation and documentation of customer and system incidents 

Performing initial level of diagnosis of incidents and resolving them when appropriate 

Interpreting problems or errors at a basic level and assessing the risk of events and escalating appropriately to protect client services 

Ensuring proper documentation on incidents and / or requests handled 

Following up on incidents to ensure resolution and customer satisfaction 

Monitoring issues until they are resolved / closed 

Demonstrating good understanding of the customer's business needs and applying them to the management of system events & incidents 

Working with other teams (e.g. technical team, service desk) to ensure coordinated management of incidents and / or requests. 

Maintains an understanding of customer Service Level Agreements 

Develops and maintains product knowledge, business and professional skills by participating / attending CBT and classroom trainings 

Develops and maintains knowledge about the tools, standards and processes used by the project team and the client. 

Seeking opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback 

Yielding productivity at the same level as client Service Level Agreements

Infra Tech Support Practitioner