Technical Support Engineer

Qualifications : Job Title : Technical Support Engineer. Experience : 2-5 years. Location : Indore. Education : BE (IT/Computers)/MCA. About the Job :

• You will be serving as the first point of contact for customers looking for technical assistance onsite.
• You will be performing remote 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.

Roles and Responsibilities :

• 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 SLAs.
• Contribute 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.
• Maintaining and keeping customer database updated.
• 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 including Desktops, Servers, Virtual Machines.
• Experience in performance monitoring using SNMP, WMI, SysLogs.
• Experience/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.
• Traveling to client site for production related tasks like deployment, testing, issue troubleshooting etc.

Skills :

• Candidates with experience in following.
• Linux/Windows Administrations.
• LAN Technologies.
• WAN technologies (Good to have).
• Candidates with certification will be preferred.
• Hands on Experience in deployment and maintaining of product staging Infrastructure including Desktops, Servers, Virtual Machines.
• Experience in DOS, Pearl, Python and Shell Scripting will be an advantage.
• Experience in performance monitoring using SNMP, WMI, SysLogs.
• Experience in using monitoring tools like Nagios.
• Experience/Knowledge in ticketing tool for issue tracking, reporting.

(Must Have).

• Excellent written, verbal communication and presentation skills.
• Strong organizational skills and ability to work independently.
• Experience of working with

End Users will be advantage. )