Job Description:

Location Mumbai
Experience 4 to 8 years

Job Duties and Responsibilities

Act as point-of-contact by providing technical support to Enterprise customers and partners of Seclore
Handles real-time voice-calls and chats with technical queries and adheres to the SLAs
Handles email queries and responds in a timely-manner
Achieves understanding of Seclore products and gains expertise
Applies knowledge and experience along with analytical approach to diagnose and resolve issues in unique and complex customer environments
Attempts to provide resolutions on the first interaction with customers
Handles multiple cases at the same time with varying degrees of severity
Effectively communicates procedural and technical issues to internal and external customers/stakeholders
Manages schedule of cases, determines including priority level and negotiating and setting expectations with the customers
Assesses the need to engage or escalate to the required resources to handle complex issues/situations
Engages with internal teams to prioritize customer requests
Researches on array of topics like operating system & its fundamentals, Infrastructure technologies, and Seclore products as and when needed
Participates in the new product releases to ensure information and training requirements are met to start supporting the new release
Engages in ongoing trainings and function/organization development, along with self-learning
Creates documentation and support knowledge base to reduce troubleshooting time and drive faster resolution
Works towards becoming an SME on a product area and go to guy for an underlying related technology
Works in a team with assorted expertise
Mentors and assist new technical support engineer and peers to develop skills
Comfortable working in shifts
Multitasks and works well in a fast-paced environment

Expectations from the role

Expected to handle escalated tickets (technical/customer situation)
Expected to create troubleshooting/technical documentation/KB articles that can be used as reference documents by the entire team
Expected to be a technical mentor for a group of assigned engineers
Coordinate with the engineering team to drive an issue towards resolution or gather detailed understanding on the product as and when required

Areas of work

Support Helping people use applications by answering their questions and giving information that facilitates correct operation of Seclore products over the phone, chat and / or email
Troubleshooting Diagnosing malfunctions in the operation of software
Repair Correcting application software malfunctions

Qualifications

Hands on experience across the following core technologies Operating systems Windows Server/Windows Client Expert Level understanding of Windows Server Concepts
Solid Hands on experience in troubleshooting Windows OS and application related issues

Infrastructure technologies AD, DNS, DHCP, IIS
Good working knowledge of MS Office suite
Strong foundation of Networking Principles

Working knowledge of Relational DB principles and methodologies MS-SQL, Oracle
Virtualization Technologies Vmware / Hyper-V
Antivirus Softwares
Knowledge of tools like Process Monitor, Process Explorer, Network monitor/Wireshark,

Good to have knowledge of Operating system Linux, MAC OS
Windows Exchange
Apache Tomcat and Apache Web Server
Knowledge of computer security procedures and protocol
Remote Deployment Tools like LANDesk, SCCM and other IT landscape

Knowledge of tools like Procdump, Memory dumps like Windbg and Debugdiag
Required Bachelors Degree or Diploma in Computer Science
Preferred Industry certifications like MCSE, MCP, RHEL Certifications, CCNA

Experience

Above 4 years of experience in a Technical Support role, preferably application support
Managed Customers from regions such as NA, EMEA or APAC
Exposed to working shifts in nights
Handled customers on the phone
Current job includes exposure to CRM tool
Exposure to severity based models would be preferable
Exposure to Enterprise/Corporate customers preferable

Abilities required

Strong customer-focus and problem-solving attitude
Ability to communicate technical information to non-technical personnel
Keen sense of ownership of technical issues of Seclores enterprise customers
Ability to generate progress reports on cases owned
Good communication skill and learning attitude
Ready to work on 24/7 support center
Be a team player with ability to stretch (time-wise) when required
Willing to work in high-pressure environment
Skills in planning, organizing, and adapting within a multi-tasking environment
Willing to work in night shifts

Lifestyle

Most people in this type of job tend to work as part of a Technical Support team They relate to customers and partners to assess technical products and to resolve technical issues They also relate to customers with varying levels of technical skills and understanding They are often under pressure to manage multiple requests/cases with varying levels of importance and criticality More experienced people are often recognized as experts in specific products or technology areas, and are called upon by management to work on specific cases when required

Working conditions and physical effort

Work is normally performed in a typical interior/office work environment
No or very limited physical effort required
No or very limited exposure to physical risk

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, Internet/Dot com/ISP
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 19th May 2020

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