TechOps Support Engineer

2 months ago

Bengaluru, India Harmony Data Integration Technologies Pvt. Ltd. Full time

Key Responsibilities :

1. Issue Resolution : Diagnose and resolve technical issues related to the PAS product, including software bugs, user operation errors, and compatibility issues.

2. Customer Support : Deliver prompt and accurate support via phone, email, chat, or in-person, ensuring a positive customer experience.

3. Technical Escalation : Escalate unresolved issues to higher-level technical teams or specialists, ensuring comprehensive support.

4. Software Updates and Maintenance : Guide customers through updates and inform them about new product features and enhancements.

5. Documentation : Maintain detailed records of customer interactions and contribute to the development of knowledge base articles and troubleshooting guides.

6. Base Setup and Configuration : Assist with the setup and configuration of OPTIC deployments, including venue hierarchy, dashboards, notifications, alerts, and capacities.

7. Availability : Be available outside regular business hours, including nights and weekends, to provide support across different time zones or during emergencies.

8. Product Feedback Loop : Collect and analyze customer feedback to identify trends and recurring issues, reporting findings to improve the product.

9. Training and Education : Assist in creating training materials and conduct sessions for customers and internal staff on effective product use.

Qualifications :

1. Hands-on Experience with Monitoring Tools : Experience creating custom dashboards, configuring alerts, and conducting performance analysis using these tools.

2. Advanced Troubleshooting Skills : Understanding and knowledge of diagnostics utilities, log analysis, and debugging techniques.

3. Familiarity with Incident Management Processes : Proven experience with incident handling, such as familiarity with ITIL processes or specific incident management frameworks like the Incident Command System (ICS).

4. Proficiency in Cloud Technologies : Experience with Azure.

5. Communication and Collaboration Skills : Ability to communicate effectively with both technical and non-technical stakeholders, as well as your experience collaborating with cross-functional teams to resolve complex technical issues.

6. Adaptability to 24x7 Support : Flexible and willing to work in rotational shifts to provide round-the-clock support across different time zones.

7. Continuous Learning and Improvement : Commitment to continuous learning and professional development, whether through certifications, training programs, or active participation in technical communities and forums.

(ref:hirist.tech)

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