Tech Support Engineer

Job Description

Job Title:Tech Support Engineer / Shift Engineer (IndiaOperations)Reporting to:Technical Director, IndiaLocation:Hyderabad , BangaloreJob Scope:Full Time EmploymentJob Responsibilities:Service Provider (Technical Support Engineer) agrees to perform the following services at CELLTICKs or its customer designated premises: To be the main contact for the customers for all technical issues. Maintain, monitor and provide technical support on installed systems. Handle support calls and emails from customers. Provide solutions as per the SLA. Multi task and handle various support tasks based on priority. Perform system maintenance and upgrade activities as required. Proactively analyse and report the health and status of the system to various internal departments. Assisting the internal Service departments as required. Prepare and maintain complete technical documentation of the systems. Ready to work in shifts on rotation basis to maintain 24*7 support function Willing to work extra hours when required. Handling all the communication related to the assigned customer accounts. Responsible for handling Level 1 and Level 2 analysis and trouble shooting. Be available 24*7 on call to the customer and internal teams. Performing regular health-checks. Analyse and resolve tickets and Responsible for handling product queries. Regular follow-up with customer. Ticket handling to be done in accordance with the agreed SLAs Installing patches and Emergency corrections. Develop workarounds to limit customer downtime while a permanent solution can be developed. Be prime interface to the customer and hold review meetings with the customer on a timely basis. To schedule home-zone/cell-info messages as per customer request within the designated timelines, provide necessary support and manage end-to-end communication till the closure of the request Monitoring of Celltick Platforms and adhering to all the necessary policies and SLAs defined by all the stakeholders. Reporting issue to the concerned in a timely manner Alarm handling and alert to the concerned with understanding of the impact due to the issue. Report and prepare case with L1, L2 analysis for further Level 3 analysis and sharing the trouble shooting trends with the respective teams Follow the guidelines provided by L3 support resources. On Call 24*7 to the internal/external teams for all queries to be answered Emergency ticket handling on a 24/7 service level. Performing regular health-checks of systems and delivering regular reports. Responsible for redirecting Celltick solution/platform/service related queries to relevant internal/external teams. Responsible for maintaining up-to-date contact information, Technical information related to Celltick solution/platform/service. Logging Trouble ticket on Celltick portal and performing periodic updates to ensure the updated status of the ticket. Provide assistance and coordinate Remote Access Connectivity to ascertain remote access to the Celltick Platforms. Assist to analyse and properly escalate the trouble ticket in accordance with the Celltick/Customer support process. Provide assistance and be available in the process of Installing patches and Emergency corrections whenever required with the consent of the internal and external stakeholders. Provide assistance to applying workarounds for minimizing the Celltick platform/service downtime while a permanent solution is being developed. Diagnose issues such that L3 can quickly provide a corrective solution/workaround. Ensure appropriate inclusion of L3 expectations within investigation reports. Act as a primary interface to the L3 support Provide assistance in implementation of platform upgrade/patch processes Participate and provide assistance following procedures and techniques to support the Celltick platform/Service more effectively Provide platform/service feedbacks to L3 Follow up for RCA for the resolved ticket in a timely manner. Review MOP (Step by Step) document for schedule upgrades. Coordinate and provide assistance between/across the teams for planning the downtime activities. Keep on Building Knowledgebase for ready references. Handover the platform with all relevant details to the next shift engineer. Ensure to take all the relevant status details from the previous shift engineer Job Requirements:o Bachelor degree in Engineering or equivalent CS, ECE, EEE, IT o 1 to 2 years of work experience oAt least 1 year of experience with Sun machines running Solaris / Unix based platforms oSQL knowledge (preferred PostgreSQl, MySQL) Preferred:oHands on in mechanical/server hardware installations advantage oCCNA Soft Skills:o Self-learner o Team player oExcellent spoken and written English ,

Keyskills :
troubleshooting lan operatingsystems switches musicmaking remoteaccess systemmaintenance technicaldocumentation it sun rca mop unix slas prime tal access solaris etw king technicalsupp