Desktop Support Engineer

Essential Duties & Responsibilities included but are not limited to:

• Handle Level 1 and Level 2 Telephony, some Network support, and

escalations from Level

• Technical support for phone systems (PBX on-prem and Cloud based), network issues (Internal and ISP), SIP issues etc.

• Understanding of Network Support for Switching, Wireless and routers

• Log tickets and assist end users with technical queries, or escalate to the appropriate team

• Deployment, implementation, and ongoing support of telephony

solutions/systems with assistance of onsite tech team

• Ability to trouble-shoot and partner with other teams remotely for

resolution

• Follow up on outstanding requests and ensure timely resolution

• Involvement in scoping replacement or implementation options for client proposals

Required Qualifications

• 3-5+ years working in a Help Desk or IT support environment

• 2-3+ years of phone system/PBX experience

• 2-3+ years of SIP experience

• 2-3+ years of Network troubleshooting experience for LAN/WAN

• Some desirable telephony qualifications or experience in any of the

following: Ericsson-LG Aria iPECS, 3CX, Avaya, Cisco Webex, Asterisk

(Training will be provided on major solutions that we use)

• Understanding of networking along with experience in any of the following: HPE Aruba, HPE, Cisco,, Meraki, Juniper, Cambium, Fortinet

• Excellent verbal and written skills to both customers and internal staff

• Proactively identify and resolve problems, using documented or

researched answers and providing resources to other IT staff and users

• Organizational and prioritization skills

• Demonstrated ability to quickly learn new job-related tasks

• Ability to work effectively in a team atmosphere as well as alone

depending on shift placement.

What do you need for this Role?

• We are seeking a mix of technical and competent help desk technicians who enjoy the technical challenges but can also provide the highest levels of customer service.

• This role would suit candidates who have a strong networking or telecom background and are looking to move their careers forward with a fast-growing company.

•You will be exposed to and trained in many new technologies that we and our customers use in their environments, which will help grow and develop your skills along with a supportive team around you.

Location: Goregaon, Mumbai

Job Description:

We are seeking a highly skilled and experienced Technical Support Head to join our team in Mumbai. The ideal candidate will have a minimum of 10 years of experience in the SI industry, specifically in technical support roles, and possess extensive product knowledge in server, storage, backup, networking, security, and virtualization domains. As the Technical Support Head, you will be responsible for leading and managing a team of technical support professionals, ensuring the highest level of customer satisfaction, and driving continuous improvement in support processes.

Responsibilities:

1. Lead and manage a team of technical support professionals, including hiring, training, mentoring, and performance evaluations.
2. Establish and maintain support policies, procedures, and service level agreements to ensure effective and efficient support delivery.
3. Collaborate with cross-functional teams, including sales, product management, and engineering, to address customer issues and provide timely resolutions.
4. Serve as an escalation point for complex technical issues, providing guidance and expertise to resolve customer challenges.
5. Develop and implement metrics and key performance indicators (KPIs) to measure the team's performance and identify areas for improvement.
6. Stay up-to-date with industry trends, emerging technologies, and product advancements to enhance the team's technical knowledge.
7. Foster a customer-centric culture within the support team, ensuring high levels of customer satisfaction and retention.
8. Analyze support data and trends to identify recurring issues and proactively address them through process improvements or product enhancements.
9. Collaborate with vendors and third-party partners to resolve technical issues and ensure timely delivery of support services.
10. Prepare and present regular reports to senior management on support team performance, customer satisfaction, and key metrics.

Qualifications:

1. Minimum of 10 years of experience in the systems integration (SI) industry, with a focus on technical support.
2. In-depth knowledge and experience with server, storage, backup, networking, security, and virtualization technologies.
3. Proven experience in managing and leading technical support teams.
4. Strong problem-solving and troubleshooting skills with the ability to analyze complex technical issues and provide innovative solutions.
5. Excellent verbal and written communication skills, with the ability to effectively interact with customers, team members, and stakeholders at all levels.
6. Strong customer service orientation and a passion for delivering exceptional support experiences.
7. Demonstrated ability to drive process improvements and optimize support operations.
8. Familiarity with industry-standard support tools and systems.
9. Bachelor's degree in computer science, information technology, or a related field (preferred).

We are hiring for

Product Support Engineer

1-4 yrs | Bangalore Office

Responsibilities

● Someone who are passionate and super excited to work on world’s fast growing neo banking platform and be self-directed in a fast-paced environment that gives you freedom and responsibility.

● Would be responsible for day to day maintenance of engineering system. Confer with Internal teams to identify problems, replicate them, and troubleshoot for root cause.

● Evaluate failures, bugs, systemic problems, and report on necessary steps.

● An advocate for the customer who is passionate about addressing customer pain points.

● Logging and Keeping records of various issues to help the team prioritize fixes and automations along with measuring the product quality.

● Documenting troubleshooting and problem solution steps.

● Taking ownership of technical issues and working closely with developers to resolve the problems.

● Build a deep understanding of the domain.

Responsibilty

● Passionate individual with excellent analytical and logical thinking.

● Being able to work a full-time schedule of 24*7 hours from Monday through Saturday shift wise.

● Basic knowledge of the scripting languages like PHP, Python.

● Being able to creatively come up with ideas or solutions for various problems and implement them.

● Basic/ Advanced knowledge in MYSQL and writing simple queries to get data from the Database.

● Quick troubleshooting/debugging, diagnosing, and problem solving skills.

● Interest in facilitating monitoring systems to identify issues before they happen.

● Dynamic, outgoing, enthusiastic individual and must bring a high level of energy to the table.

● Skilled in managing multiple cases

● Keen to learn.

JOB DESCRIPTION

• Lead of IT team must guide & manage dev-ops, cloud system administrators, desktop support analysts and also assist in procure & manage assets.
• Design and develop a scalable IT infrastructure that benefits the organization.
• Take part in IT strategic planning activities that reflect the future vision of the organization.
• Introduce cost-effective best practices related to the needs of the business needs of the organization.
• Research and recommend solutions that circumvent potential technical issues.
• Provide high levels of customer service as it pertains to enterprise infrastructure.
• Review and document key performance metrics and indicators to ensure high performance of IT service delivery systems.
• Take charge of available client databases, networks, storage, servers, directories, and other technology services.
• Collaborate with the network engineer to design infrastructure improvements and changes and to troubleshoot any issues that arise.
• Plan, design, and manage infrastructure technologies that can support complex and heterogeneous corporate data and voice infrastructure.
• Execute, test and roll out innovative solutions to keep up with the growing competition technologies that can support complex and heterogeneous corporate data and voice infrastructure.
• Create and document proper installation and configuration procedures.
• Assist in handling software distributions and software updates and patches.
• Oversee deployment of systems and network integration in association with partner clients, business partners, suppliers and subsidiaries.
• Create, update, and manage IT policies.
• Manage, & drive assigned vendors. Perform cost benefit analysis and provide recommendations to management

* Bachelor’s or Master’s degree in computer science, information technology, electronics, telecommunications or any related field.

* Minimum 10 years of experience in the above mentioned fields.

A network of the world's best developers - full-time, long-term remote software jobs with better compensation and career growth.  We enable our clients to accelerate their Cloud Offering, and Capitalize on Cloud.  We have our own IOT/AI platform and we provide professional services on that platform to build custom clouds for their IOT devices.  We also build mobile apps, run 24x7 devops/site reliability engineering for our clients.

We are looking for a friendly, hands on technical, and dependable professional to provide the highest level of customer support and improve customer satisfaction that helps build brand loyalty for our udoo platform.

This person MUST have:

• Minimum of 2 year's experience in a similar role.
• Experience providing support to customers via different channels - Chat, Livechat, Call, etc 
• Ability to understand functionality of web based application
• Provide Level-1/2 support and troubleshoot to resolve issues.
• Minimum 1 year of experience as part of ticket management team
• Very strong & professional communication skills - written & verbal
• Work on ticket portal for ongoing customer queries.
• Ability to work effectively in a team environment - pleasant, professional, and courteous personality skills
• Good verbal and written communication skills providing call support to Internal and External End Users.
• Handle customer calls/emails regarding technical issues for end users.
• Strong communication skills
• Attention to detail.

Experience:

• Min 2 year experience

Location:

• Ahmedabad Office Or,
• Work from home

Timings:

• 40 hours a week with a rotational shift every month.

Position:

• Full time/Direct
• We have great benefits such as PF, medical insurance, 12 annual company holidays, 12 PTO leaves per year, annual increments, Diwali bonus, spot bonuses and other incentives etc.
• We dont believe in locking in people with large notice periods.  You will stay here because you love the company.  We have only a 15 days notice period.

A network of the world's best developers - full-time, long-term remote software jobs with better compensation and career growth.  We enable our clients to accelerate their Cloud Offering, and Capitalize on Cloud.  We have our own IOT/AI platform and we provide professional services on that platform to build custom clouds for their IOT devices.  We also build mobile apps, run 24x7 devops/site reliability engineering for our clients.

You will be working on AI/IOT cloud and responsible for architecture and ensuring the aspects such as fault tolerance and scalability.  You will lead the troubleshooting of the cloud.  We need someone who can engage in conversations about detailed technical architecture with an internal team and external customers. You will be responsible for creating architecture documents, explaining design, troubleshooting, reviewing work by others in the team, giving good guidance, and ensuring functional cloud. We are looking for a can do it attitude, and ability to deliver with high velocity and high-quality at the same time.

We use MQTT, RabbitMQ, Cassandra, MongDB, CloudFlare and backend components to build APIs. You will be working on our IOT/AI cloud platform and building/architecting/coding as well as leading other technical engineers in a team.

The primary programming language should be Python or ReactJS or NodeJS and one of them as secondary. 

This person MUST have:

• BE Computer Science, MCA or equivalent
• Cloud app development experience
• Strong Troubleshooting/Debugging experience
• Expert in RabbitMQ internals
• Experience with SQL and NOSQL databases
• Strong communication skills
• experience with software build and devops 
• strong in programming 
• experience with Cassandra
  
  

This person’s RESPONSIBILITY will be to:

- understand full arch

- understand every workflow and logs 

- can fix bugs by his hands 

- able to troubleshoot in cloud 

- able to fix and deploy

- able to see database contents

Experience:

• Min 5 year experience
• Not more than 15 year experience.
• Startup experience is a must. 

Location

• Remotely, anywhere in India

Timings:

• 40 hours a week but with 4 hours a day overlapping with client timezone.  Typically clients are in California PST Timezone.

Position:

• Full time/Direct
• We have great benefits such as PF, medical insurance, 12 annual company holidays, 12 PTO leaves per year, annual increments, Diwali bonus, spot bonuses and other incentives etc.
• We dont believe in locking in people with large notice periods.  You will stay here because you love the company.  We have only a 15 days notice period.

CloudBees provides the leading software delivery platform for enterprises, enabling them to continuously innovate, compete, and win in a world powered by the digital experience. Designed for the world's largest organizations with the most complex requirements, CloudBees enables software development organizations to deliver scalable, compliant, governed, and secure software from the code a developer writes to the people who use it. The platform connects with other best-of-breed tools, improves the developer experience, and enables organizations to bring digital innovation to life continuously, adapt quickly, and unlock business outcomes that create market leaders and disruptors.

CloudBees was founded in 2010 and is backed by Goldman Sachs, Morgan Stanley, Bridgepoint Credit, HSBC, Golub Capital, Delta-v Capital, Matrix Partners, and Lightspeed Venture Partners. Visit http://www.cloudbees.com/">www.cloudbees.com and follow us on https://twitter.com/CloudBees?s=20">Twitter, http://www.linkedin.com/company/cloudbees">LinkedIn, and https://www.facebook.com/CloudBees">Facebook.

RESPONSIBILITIES:

• Monitor and triage IT Helpdesk requests through the Ticketing system and escalation Slack Channel and Emails
• Provide technical support and consultation services to end-users with issue identification, reproduction, and resolution via ticketing system, phones, and/or chat.
• Prepare and ship computers to all users based on company standard policy
• Responsible for general IT operations and user support
• Collaborate with Engineering Operations, and security teams to coordinate on IT policies to make effective business decisions
• Design, plan and implement systems automation as required for better efficiency to support team projects
• Accurately record transactions and processes using a designated tracking software
• Fully document technical specifications solutions of supported applications, workflow processes, and training material to a non-technical audience
• Develop, deploy and maintain system monitoring to enhance and scale the quality of IT support
• Develop, deploy and maintain the automation and user life cycle workflow
• Provides implementation and post-implementation triage and support of business software solutions by programming and/or configuring enhancements to new or packaged-based systems and applications.
• Leads systems' incident support and troubleshooting for complex and non-complex issues.
• Practices self-development and promotes learning in others by proactively providing information, resources, advice, and expertise with coworkers and customers; 
• Provides insight into recommendations for technical solutions that meet design and functional needs.
• Completes work assignments and supports business-specific projects by applying expertise in the subject area; 
• Ensures new and existing software solutions are developed with insight into industry best practices, strategies, and architectures.
• Develops and executes unit testing to identify application errors and ensure software solutions meet functional specifications.
• Develops, configures, or modifies basic to moderately complex integrated business application solutions by designing and coding component-based applications using programming languages.

REQUIREMENTS:

• Strong customer service skills including verbal and written communications; customer-focused with the ability to effectively communicate with management, co-workers, and customers.
• Experience administering SaaS applications like Google workspace, Atlassian, Okta, Slack
• Hands-on experience working and supporting Mac and Windows OS
• Experience and knowledge of scripting languages to develop automation workflows and integrations for repetitive manual tasks
• Superior time management skills including a sense of urgency and proactive approach.
• Capable to manage multiple tasks/ projects simultaneously
• Excellent analytical and problem-solving skills.
• Demonstrated ability to work independently and in a team environment.
• Self-motivated to research resolutions to technical issues independently and learn new technologies with limited guidance
• Familiar with SSO/SAML, SCIM, 2FA, and Oauth flows
• Experience with API integrations
• Flexibility to work during the holidays and an on-call rotation

PROFESSIONAL BACKGROUND / SKILLS:

• Bachelor's degree in Computer Science or related degree or related experience required.
• CompTIA A+ certification a plus
• 6+ years of relevant technical experience in a Help Desk, System Admin, or Desktop Support role
• Strong Knowledge of Google Suite, Atlassian, and Okta administration
• Strong Knowledge of scripting languages (Python, Google Script, etc)
• Strong computer aptitude and understanding of IT concepts, operating systems, business applications, and network systems.
• Experience in software development and knowledge of scripting languages.
• Strong ability to evaluate the impact of new needs, as well as associated applications, systems, and processes
• Strong ability to work both individually and in a team environment

At CloudBees, we truly believe that the more diverse we are, the better we serve our customers.  A global community like Jenkins demands a global focus from CloudBees. Organizations with greater diversity—gender, racial, ethnic, and global—are stronger partners to their customers.  Whether by creating more innovative products, or better understanding our worldwide customers, or establishing a stronger cross-section of cultural leadership skills, diversity strengthens all aspects of the CloudBees organization.

In the technology industry, diversity creates a competitive advantage.  CloudBees customers demand technologies from us that solve their software development, and therefore their business problems, so that they can better serve their own customers.  CloudBees attributes much of its success to its worldwide work force and commitment to global diversity, which opens our proprietary software to innovative ideas from anywhere. Along the way, we have witnessed firsthand how employees, partners, and customers with diverse perspectives and experiences contribute to creative problem solving and better solutions for our customers and their businesses.

Designation- L1 Tech Support 

Location – Kharghar

Experience -  2 to 5 years

L1 Tech Support: BE/Btech only.

• Must have minimum 2-3 years of support Experience on Financial transactions system
• Monitor and verify program execution, identification and communication of processing variances(e.g. run time, record counts, etc.) and potential issues
• Manage Production alerts and take necessary action as per the run-book
• Creation of incident tickets, and follow-up until closure as per Standard Operational Procedure
• Maintain and adhere production schedules to include ad-hoc requests
• Stopping and starting system processes
• Troubleshoot failures and determine best course of action
• Internal Stakeholder communications with respect to the daily production cycles
• Documenting all Operational activities (Known Error Database, reports, Troubleshooting steps, Operation manual, important mail communications)
• SLA Adherence.
• Good Understanding of SQL and scheduling.
• Familiarity/Experience with UNIX, LINUX, Windows environments
• Familiarity with scheduling and job monitoring tools
• Must be able to do work in all 3 shifts (morning/afternoon/night

If interested, kindly share updated resume, current CTC and Expected CTC.

• Implementation Experience on Avaya Aura UC Portfolio – Communication Manager, Messaging, Session Manager, System Manager, AES, SBCE, Utility Services, ADS, AADS, AMS, Avaya Control Manager and advance level troubleshooting to make project cut-overs successful.
• Implementation Experience on Avaya Aura CC Portfolio – AAEP, DSS, BRE, POM, CMS, WFO, AWFO, Breeze, Oceana and advance level troubleshooting to make project cut-overs successful.
• Works with the customer on recurring alarms that trigger in the PBX and provides plan of action to isolate the defect in PBX/Network - Problem Management
• Session Manager/System Manager (SIP server) administration and routing configuration
• Session Border Controller administration and configuration
• Session Border Controller to Session Manager Routing configuration
• Works with the onsite system technician as required during test and turn-up of phones, application servers, and adjuncts
• Works with Service Provider for circuit turn-up activities and other issues associated with the maintenance activity
• Troubleshooting intermittent Server restarts, Call drops and Network-triggered voice quality issues that require traces to be setup at multiple end-points and deep analysis of all collected traces to come up with resolution plan
• SIP Link restoration and troubleshooting that require set up and analysis of SIP traces
• Troubleshooting Call flow Routing and Adaptation between SIP Server and Session Border Controller
• Troubleshooting Voice quality issues (Static, Jitter, Robotic voice, Latency) over WAN using Sniffer and Network traces