06/08 Prateek Checker
Assistant Vice President - HR at V Employment Solutions

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Technical Support Engineer - L1/L2 (1-7 yrs)

Pune Job Code: 477314

Job Description :

Duties And Responsibilities :

- Act as point-of-contact for enterprise customers of Seclore.

- Handle real-time voice-calls and chats with technical queries

- Handle email queries and respond in a timely-manner

- Be able to achieve understanding of Seclore products and gain expertise

- Attempt to provide resolutions on the first interaction with customers

- Handle multiple cases at the same time with varying degrees of severity

- Work in a team with assorted expertise

- Update customers on progress of their cases on a regular-basis and adhere to SLA

- Perform root cause assessment and debug all issues on server domain, and availability of applications.

- Provide support and identify all issues and prepare appropriate documentation all issues and solutions.

- Multitasks and works well in a fast-paced environment

Technical Skills :

- Support Helping people use applications by answering their questions and giving information that facilitates correct operation of Seclore products over the phone, chat and / or email.

- Troubleshooting Diagnosing malfunctions in the operation of software.

- Repair Correcting application software malfunctions

- Strong knowledge in OS (Server OS, XP Professional, Linux)

- Knowledge of computer security procedures and protocol.

Experience working with either three or more of these :

- Good knowledge in Windows operating systems

- Good understanding Microsoft Office applications, Microsoft Windows OS (Client & Server).

- MAC OS, Mobile devices.

- AD/LDAP related issues.

- Tomcat/Apache Web Server related issues, issues related to settings in Firewalls/Anti-Virus software and Remote Software Deployment Tools like LANDesk, SCCM and other IT landscape.

- Experience on AD, log analysis, file and security structure of Windows

- Knowledge on Linux/MAC

- The candidate should have a good understanding and working knowledge of Databases like Oracle/MSSQL, LDAP, J2EE web servers like Tomcat.

- Required: Bachelor's Degree or Diploma in Computer Science

- Preferred: Industry certifications like MCSE, MCP, RHEL Certifications : MCSE, MCP

Experience :

- 3-7 years- experience in a Technical Support role, preferably applications support

- Managing Customers from regions such as NA, ME or APAC

- Exposed to working shifts in nights

- Handled external clients on phone queues

- Current job includes exposure to CRM tools

- Exposure to severity based models would be preferable

- Exposure to Enterprise/Corporate customers preferable

Knowledge, Skills, And Abilities Required :

- Strong customer-focus and problem-solving attitude

- Ability to communicate technical information to non-technical personnel.

- Keen sense of ownership of technical issues of Seclore's enterprise customers

- Ability to generate progress reports on cases owned Good communication skill and learning attitude.

- Ready to work on 24/7 support center.

- Be a team player with ability to stretch (time-wise) when required

- Willing to work in high-pressure environment

- Skills in planning, organizing, and adapting within a multi-tasking environment.

- Willing to work in night shifts

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