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Associate Global Support Engineer

0.00 to 1.00 Years   Hyderabad   16 Aug, 2022
Zyme
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

    Role: Associate / Global Support EngineerResponsibility:
    • Take ownership of technical issues reported and see problems through to resolution.
    • Actively identify incidents and manage the incident resolution process to provide service recovery.
    • Diagnose, investigate, and identify solutions and/or alternatives to resolve customer issues.
    • Follow standard procedures for proper escalation of unresolved issues to appropriate cross functional teams.
    • Provide prompt and accurate response to customers and guide users with simple, step-by-step instructions.
    • Document knowledge in the form of knowledge base tech notes and articles.
    • Liaison between cross functional team and customer.
    • Build sustainable relationships and engage customers by taking the extra mile.
    • Keep records of customer interactions, recording details of inquiries, comments, and complaints, as well as actions taken.
    • Ensure KPIs are met consistently to achieve customer experience excellence.
    • Ensure escalation and production support processes are followed.
    • Plan and deploy E2open standard solutions to the Company s hosting infrastructure.
    Requirements:
    • Bachelor s degree in computer science /Information Technology or equivalent.
    • Minimum 0-1 years hands-on experience in SQL, Linux and other programming languages.
    • Fundamental understanding of IT service management and the ITIL business process.
    • Understanding of development methodologies, version control and configuration management.
    • Knowledge and experience with database technologies such as Oracle, SQL and JDBC.
    • Experience with JBoss/Tomcat or other web servers preferred.
    • Experience at a global software or consulting firm is an asset.
    • Logical approach and excellent problem-solving skills.
    • Excellent interpersonal and communication skills.
    • Must be able to work well both in a team environment and independently under minimal supervision.
    • Ability and willingness to learn new technologies, on own initiative.
    ,

Keyskills :
troubleshootingnetworkinglanoperating systemsswitchesit service managementweb serversknowledge baseproblem solvingversion control

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