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Technical Support Engineer

1.00 to 5.00 Years   Chennai   29 Nov, 2022
People First Consultants Pvt Ltd
Job LocationChennai
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaTechnical Support / Helpdesk
EmploymentTypeFull-time

Job Description

    Essential Responsibilities
    • Receive technically complex customer issues and maintain ownership of issue and customer communication until resolved completely.
    • Interact with DevOps and Engineering as needed to resolve critical customer escalations.
    • Act as technical lead, mentor, and role model on a team of engineers;
    • provide direction to others, review solutions and articles, etc.
    • Mentor new Support Engineers.
    • Develop and deliver technical training to other support engineers.
    • Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.
    • Build support lab environment to reproduce, analyze and test customer issue and fixes in real-time
    • Report software bugs and customer suggestions.
    • Write complex technical articles, sample scripts and diagnostic rules to improve engineer and customer product knowledge and supportability.
    • Monitor alerts/alarms raised by monitoring tools for customer deployment;
    • Do the initial diagnosis and create tickets as done for customer-reported issues
    • Participate in on-call rotation after business hours (weekday/weekend)
    DESIRED SKILLS AND EXPERIENCE
    • 1+ years relevant experience in Customer Support
    • Prior experience with support calls with US based customers
    • Solid hands-on working knowledge must include a combination of Networking Firewalls, Routing/Switching/VLANs, Proxies/ Load Balancers, TCP/IP, WAN & LAN Protocols, DHCP, DNS Linux
    • Read and analyze network traces
    • Virtualization and containers VMware, Hyper-V, Docker, OpenStack
    • Cloud knowledge AWS, Azure
    • Logging systems Logstash, Elasticsearch, Kibana Scripting with Python
    • Strong customer service, accurate and logical problem solving,
    • communication skills, and the ability to work under pressure
    • Strong ability to work in a team environment and interact with cross-functional groups
    • Excellent verbal and written communication skills is a MUST
    • Networking certifications CCNP or JNCIP and QA experience a plus
    EDUCATION
    • Bachelors degree in CS/CE or related field

Keyskills :
routingit supporttechnical supportcustomer supportsupport services

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