Information Technology
Full-Time
ClearTrail Technologies
Overview
Qualifications
Job Title : Technical Support Engineer.
Experience : 2-5 years.
Location : Indore.
Education : BE (IT/Computers)/MCA.
About The Job
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.
- 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.
- 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.
- 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.
- Excellent written, verbal communication and presentation skills.
- Strong organizational skills and ability to work independently.
- Experience of working with End Users will be advantage.
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