Software Development Analyst

2 weeks ago

Noida, Uttar Pradesh, India NTT DATA Services Full time

This position will be responsible for providing remote Level 2 technical support in form of responding to customer calls or emails, incident triage and acknowledgement, status updates and other ITIL based L2 activities, for the Sensormatic Solutions Loss Prevention & Security products implemented at Retail customers premises, globally.

Skills Summary :

  • 5 Years of L2/L1 Support experience in End user support/Desktop support – Windows operating system - Local and Network Installation, Internet explorer, TCP/IP, DHCP, Device Manager, Registry editor, User Manager, Admin Commands
  • 3 Years as L2/L1 Support Specialist in End user support/Desktop support – Hardware that includes Video conference, Standard Desktop and laptop, Printer, Plotter, Scanner, Desk Phone, IMAC-D etc

Mandatory Skills and Experience:

  • Bachelors in CS or IT or equivalent
  • CCNA (Collaboration/Security/Cloud) or MCSE (Business Applications/Cloud Platform and Infrastructure) or similar certification
  • Minimum 5 years of ITIL based full cycle remote L2 Technical Support involving enterprise level both H/W and S/W systems.
  • Have experience on L2 support for enterprise Electronic Article Surveillance and CCTV security systems.
  • Strong hardware diagnostics skill involving remote EAS systems.
  • Must possess a solid understanding of Microsoft Windows server and desktop operating systems.
  • Ability to interact with customers professionally.

Desirable:

  • IT Security Management/ Cloud Computing Certification
  • Proven ability to formulate and coordinate solutions to issues in conjunction with multiple functional areas.
  • Must possess excellent problem solving and communication skills. Must be flexible, dependable and able to multi-task with priority.
  • Able to Lead and guide the team, able to resolve tough business problems and prepare documentation for future use.
  • Advanced CCNP certification or equivalent
  • Must possess excellent troubleshooting & simulating experience in HW and NW domain.

Job Responsibilities:

  • Provide technical assistance and consultancy to RDC Analysts on various Sensormatic products.
  • Take ownership of customer issues escalated from Support Analysts
  • Provide remote support for various hardware issues (involving CCTV Systems, temperature sensors and other EAS devices) in the customer environment.
  • Perform in-depth problem analysis and isolate problems of local or enterprise-wide scope
  • Coordinate documentation of customer problem report in preparation for 3rd level escalation.
  • Ensure efficient telephone queue and inbound email queue coverage.
  • Achieve and maintain targeted performance metrics per established RDC team goals.
  • Contribute new or updated technical or procedural content to the technical support knowledge base.

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