Engineer-Software Support
Job Description
Responsible for efficiently handling and resolving technical issues which have been passed on by L2.
Ensure timely and effective action as per decided work flow basis priority and severity for each ticket.
Should ensure maximum issues are resolved without L4/R&D involvement.
Should ensure adherence to committed SLAs for each reported issue.
Should follow ticketing SOPs and ensure tickets are being generated for R&D with all relevant technical details captured for every issue.
Should follow internal escalation matrix basis severity and resolution time.
Should ensure all relevant site-specific technical documentation as well documentation regarding new product lines/or features are accurately captured from R&D and shared with Client Service team.
Should support CSMs in developing eminently capable and technically competent team of assistant client service managers and service engineers.
Responsible for creating and monitoring software and hardware component wise reliability metrics for each installation.
Should develop framework to predict potential/future failures and ensure requisite preventive measures are taken
Skill:
- B.Tech graduate with at least 6 months of experience in a 24*7 Software Support role.
- Experience with Linux/Unix
- Experience with SQL
- Experience/Strong knowledge of scripting - Python/Shell.
- Must have strong communication skills.
- Willing to work in rotational shifts.
- Good analytical and reasoning skills.
Preferred: (Good to have)
- Should be open to travel outside India.
- Candidates holding Visa B1/B2 will be preferred.