Associate Infrastructure Support Engineer

About Concord Technologies:

Our fax-delivery suite of products allows our clients to exchange millions of patient information, insurance, and other documents safely, swiftly, and securely every business day. Concord’s use of Artificial Intelligence, analytics, and other cutting-edge technology also analyzes the data being transferred within a fax, then delivers it into the right inboxes and workflows, fundamentally changing how data moves.

More than 2,300 healthcare organizations, financial providers, and companies in other equally document-intensive industries trust Concord to deliver their confidential and sensitive information. We care about our customers, and with a retention rate of more than 98%, it’s clear they love the service and value we provide.

We have been in business since 1996 and growing faster than ever. Our products are getting smarter, our customers are getting bigger, and our user community is exploding. To continue meeting market demand and anticipating our customers’ needs, we are expanding our offerings. That means assembling a world-class team to take us through this next phase of growth. We hope you’d like to join us!

Associate Infrastructure Support Engineer:

Concord Technologies is currently seeking an Associate Infrastructure Support Engineer for its growing team in Jaipur, India.  We are looking for a self-motivated individual with expertise in ITIL Process, server monitoring, ticketing tool, and o365 support.

He/she will be working along a pool of Infrastructure support engineers on incident management. Your profile also includes troubleshooting, patching, server support. You will be reporting to the Project Supervisor. He/she will be required to support on rotational basis.

Essential Functions:

• The Infra Support Engineer will investigate and resolve where possible application, software, and hardware incidents. When resolution isn’t possible, they are responsible for assignment to the correct support team escalating when necessary. Continuous incident trend analysis is required to identify common issues and feed into the problem management process for root cause analysis.

• Infra support Engineers are responsible for ensuring processes and services are properly executed and any barriers to proper service operation are addressed and/or escalated.

• Individuals are required to continuously monitor operational processes to determine their effectiveness implementing new steps or processes when previously defined processes are determined as ineffective

Position Requirements:

• Minimum 1+ years’ experience in providing 1st and 2nd line monitoring and incident remediation support for Concords 24/7 platforms.

• Experience running large scale customer facing web services

• Strong troubleshooting skills.

• Strong communication skills both verbally and written.

• Knowledge of Windows Server operation and troubleshooting

• Experience in the escalation of issues.

• Strong desire to deliver a high-quality customer focused service.

• Excellent organizational and time management skills.

• Experience working in a collaborative working environment where teamwork is essential in achieving corporate objectives

• Experience working in an environment where ITIL best practice policy and processes have been adopted.

• Knowledge and understanding of Incident and Problem management processes

• Positive ‘can-do’ attitude.

• Flexibility in providing out of hours support for project deliverables.

• Bachelor’s Degree in STEM or Related Field