Technical Support Engineer
- Experience: 3 - 4 Years
- Location: Indore
Requisition Description
What is your Role?You will be serving as the first point of contact for customers looking for technical assistance onsite.You will be performing troubleshooting through diagnostic techniques, logs analysis and pertinent questions & finding the best solution based on the issue and details acquired from customer.You will work with customers to resolve any first and second level product related issues reported. Interact with QA and Engineering team to co-ordinate issue resolution within the promised SLA to customer.What will you do?Walk the customer through the problem-solving process.Re-direct unresolved issues to the next level of support personnel.Record events and problems and their resolution in logs to create repository for troubleshooting reference.Use automation for deployments and system upgrades.Diagnose customer reported problems or configuration issues and recommend possible solutions within agreed SLAsContribute in creation and reviews of user documentation, product requirements documents, and other functional specifications.Assist with knowledge-sharing initiatives.Product release, training and documentation for customer.
Roles and Responsibilities Testing, Monitoring and troubleshooting system performance. Performing system flow validations, and tuning.Gathering monitoring data, identifying and evaluating options for performance improvement.Validating system objectives and specifications by testing, comparing system performance, making modifications and turning.Installing and configuring software and hotfixes into production by loading software into servers/desktops and creating necessary scripts for automation.Installing hardware in production by establishing LAN/WAN connections, entering necessary configurations and upgrades.Ensure 24x7 production system uptime. Keeping track and timely closure of issues reported by customer. Preparing daily report on issues and consolidating quarterly.Vendor coordination for equipment faults, procurements, warranty & AMC related tasks.Working in shift structure on rotation basis. 16x8 & 24x8 like shift structure.Hands on Experience in deployment and maintaining of product Infrastructure includingDesktopsServersVirtual MachinesExperience in performance monitoring using SNMP, WMI, SysLogsExperience/Knowledge in ticketing tool for issue tracking, reporting. (Must Have)Strong organizational skills and ability to work independently.Experience of working with End Users will be advantage.Basic knowledge of Oracle, Mongo, Redis, SQL Databases
