Technical Support L2 - Partner Engagement
at An international MNC specialized into Hardware & Networking
Hello,
Greetings for the day !!!
We are hiring "Technical Support L2 - Partner Engagement" for one of the international MNC specialized into Hardware & Networking based @ Mumbai/Pune/Bangalore !!!
Position: Technical Support L2
Qualifications: Any graduate/Diploma
Experience: 2+ yrs
Job Description
- Troubleshoot Microsoft Office Products (O365)
- Windows 10 desktop issues
- Windows updates and driver issues
- Basic concepts of networking
- Ping
- DNS
- Web Browser Troubleshooting
- RingCentral Phone Systems
- Excellent Communication Skills
- Excellent Customer Service
- Outlook Troubleshooting.
- Third party application installation and troubleshooting (using reference guide)
Candidate needs to have exposure to interacting with International clients – eg US, UK, Australia, Canada etc, and excellent communication skills.
Shifts –Rotational – US/Night Shifts
(Candidate will be required to work in US/Night shifts, we will not be able to commit on shift timings, since shift timings will be dependent on the preferences of the client)
Location – Position can be based out of Pune, Mumbai or Bangalore – however interviews will happen at Mumbai location.
Notice period – Max 60 days
Interview Mode: Face to Face on 20th August 2022
Similar jobs
Job Description for Remote HelpDesk Tech Support (for major Laptop/Desktop work, and minor Server work)
The HelpDesk Technician is responsible for handling first-level/second-level support of service requests. This relates to all technology that the customer is using. This will include workstations, servers, printers, networks, and client applications, specific hardware, and software.
The technician must be able to support remote-work applications.
Strong interpersonal skills are required. This includes verbal and written communication skills, active listening, telephony, and customer care.
End Clients: USA based Universities and Banks
Applications to be supported: Microsoft Outlook, Microsoft Office 365, Networking like WiFi, VPN, applications, etc
Required Soft Skills: Fluent Spoken English skills (mandatory). Experience with USA-based customers is mandatory.
Required Exp: Minimum 2 years in Helpdesk Desktop Support
Requirements of Infrastructure for Work From Home (until Covid19): Excellent internet connection at home (4G and broadband), own good-condition Laptop, electricity backup, and quiet room to work.
Duties and Responsibilities
- Responding to queries via chat, email, or phone
- Ability to Communicate Effectively to help customers fix their issues and feel satisfied with the experience
- Tickets/Case Management
- Accurately recording the scope of the issue/request and logging into ServiceNow the information.
- Following up with customers to ensure full resolution of issues.
- Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods.
- Monitor the remote monitoring and management system alerts/notifications and respond accordingly through service tickets.
- Escalation of Tickets to the next level.
Technical Skills
Providing technical assistance for questions and problems including:
- Troubleshooting Microsoft’s Office applications (Outlook, Teams, Word, PowerPoint, Excel)
- Troubleshooting skills with the following operating Systems including Windows 10 (required), Windows 7 (required) and Mac O/S (basic troubleshooting only)
- Video Conferencing Solutions including Zoom and Microsoft Teams
- Mobile Device support for ActiveSync and Outlook Mobile
- Other client applications like Learning Management Systems
- Troubleshooting Connectivity Issues:
- Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
- Unable to connect to the Wireless (WiFi)
- Unable to connect to the Internet
- Unable to connect to the corporate network (VPN)
- Unable to connect to any application.
- Basic remote access solution implementation and support: VPN, and Remote Work.
- Resolving problems with networks and other computer systems
- Diagnosing system errors and other issues
- Installing or changing software to fix issues
- Remotely accessing hardware or software for clients to make changes and fix problems
- Diagnosis skills of technical issues
- Understand processes in company systems by completing assigned training materials
- Creating/updating knowledgeable articles, and training other staff members on troubleshooting and diagnosing problems
Job Description for Remote HelpDesk Tech Support (for major Laptop/Desktop work, and minor Server work)
The HelpDesk Technician is responsible for handling first-level/second-level support of service requests. This relates to all technology that the customer is using. This will include workstations, servers, printers, networks, and client applications, specific hardware, and software.
The technician must be able to support remote-work applications.
Strong interpersonal skills are required. This includes verbal and written communication skills, active listening, telephony, and customer care.
End Clients: USA based Universities and Banks
Applications to be supported: Microsoft Outlook, Microsoft Office 365, Networking like WiFi, VPN, applications, etc
Required Soft Skills: Fluent Spoken English skills (mandatory). Experience with USA-based customers is mandatory.
Required Exp: Minimum 2 years in Helpdesk Desktop Support
Requirements of Infrastructure for Work From Home (until Covid19): Excellent internet connection at home (4G and broadband), own good-condition Laptop, electricity backup, and quiet room to work.
Duties and Responsibilities
- Responding to queries via chat, email, or phone
- Ability to Communicate Effectively to help customers fix their issues and feel satisfied with the experience
- Tickets/Case Management
- Accurately recording the scope of the issue/request and logging into ServiceNow the information.
- Following up with customers to ensure full resolution of issues.
- Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods.
- Monitor the remote monitoring and management system alerts/notifications and respond accordingly through service tickets.
- Escalation of Tickets to the next level.
Technical Skills
Providing technical assistance for questions and problems including:
- Troubleshooting Microsoft’s Office applications (Outlook, Teams, Word, PowerPoint, Excel)
- Troubleshooting skills with the following operating Systems including Windows 10 (required), Windows 7 (required) and Mac O/S (basic troubleshooting only)
- Video Conferencing Solutions including Zoom and Microsoft Teams
- Mobile Device support for ActiveSync and Outlook Mobile
- Other client applications like Learning Management Systems
- Troubleshooting Connectivity Issues:
- Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
- Unable to connect to the Wireless (WiFi)
- Unable to connect to the Internet
- Unable to connect to the corporate network (VPN)
- Unable to connect to any application.
- Basic remote access solution implementation and support: VPN, and Remote Work.
- Resolving problems with networks and other computer systems
- Diagnosing system errors and other issues
- Installing or changing software to fix issues
- Remotely accessing hardware or software for clients to make changes and fix problems
- Diagnosis skills of technical issues
- Understand processes in company systems by completing assigned training materials
- Creating/updating knowledgeable articles, and training other staff members on troubleshooting and diagnosing problems
Job Description :
| Hands-on experience with Windows/Linux/Mac OS environments |
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ü Hands-on experience in TFS, FTP and Repositories. |
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ü Hands-on experience in LAN, IP & Subnet. |
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ü Desired knowledge is Active directory and access permissions. |
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ü Working knowledge of office automation products and computer peripherals, like printers and scanners. |
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ü Knowledge of network security practices and anti-virus programs. |
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ü Ability to perform remote troubleshooting and provide clear instructions. |
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ü Desired knowledge in create technical documentation and manuals. |
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ü Desired knowledge in Mail servers and protocols. |
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ü Desired knowledge in Troubleshooting mail clients like outlook, thunderbird etc. |
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ü Desired knowledge in MS office 365 installation & Troubleshooting. |
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ü Desired knowledge in server monitoring & Tools. |
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Responsibilities: |
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ü Address user mails/tickets regarding hardware, software and networking. |
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ü Walk customers through installing applications and computer peripherals. |
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ü Ask targeted questions to diagnose problems. |
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ü Guide users with simple, step-by-step instructions. |
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ü Conduct remote troubleshooting. |
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ü Test alternative pathways until you resolve an issue. |
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ü Customize desktop applications to meet user needs. |
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ü Record technical issues and solutions in logs. |
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ü Direct unresolved issues to the next level of support personnel. |
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ü Follow up with clients to ensure their systems are functional. |
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ü Report customer feedback and potential product requests. |
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ü Customer-oriented attitude. |
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ü 1st and 2nd level technical support and analysis of issues reported by the business. |
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ü Ability to multitask and work under high pressure, work both independently, and as a member of the team. |
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ü Analytical thinking and problem solving and multitasking skills. |
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ü Good planning and organizing skills. |
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ü Positive attitude and willingness to work in a global team with different cultures. |
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ü Willingness to travel, also internationally. |
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ü Fluent in English (spoken and written) and Ready to learn National Languages. |
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- Manage large amounts of incoming calls.
- Maintaining a healthy relationship with the existing vendors and generating new leads for vendor onboarding.
- Develop a rapport with customers, demonstrating a friendly and helpful manner to put them at ease.
- Follow up to ensure that appropriate actions were taken on customers' requests.
- Provide troubleshooting assistance for customer orders, account statuses and relevant problems
JD
Responsibilities:
- Design and development applications using C/C++/ VC++ (Windows /Linux), Embedded C
- Experience in UI development using C/C++/ VC++ related technologies (Eg: MFC, Xlib, Motif)
- Experience & knowledge in Software Development Life Cycle (SDLC)
- Technical communication with internal and external stake holders.
- Experience in design and development of software applications and frameworks.
- Experience in developing Windows /Linux based desktop applications using C++
- Good knowledge in Object-Oriented concepts
- Unit testing experience using CPP Unit, Google test or similar
- Excellent analytical, problem solving and debugging skills
Key Skills:
- Well versed in Git Repositories
- Good knowledge on Linux and Networking concepts
Personal Attributes
- Good team player
- Demonstrated leadership and personnel management skills.
- Good understanding of the organization’s goals and objectives.
- Strong interpersonal, written, and oral communication skills.
- Highly self-motivated and directed.
- Keen attention to detail.
Taking ownership of customer issues reported and seeing problems through to
resolution
Understand, interpret, reproduce, and diagnose issues reported by the customers.
Researching, troubleshooting and identifying solutions to resolve product issues
Should be able to handle voice calls, emails and online web sessions with the
customer as part of technical troubleshooting
Should exhibit patience and empathy while working with customer with an aim to
drive positive customer experience
Following standard procedures for proper escalation of unresolved issues to the
appropriate internal teams
Following standard procedures for submitting tickets to the engineering team for
further investigation of unresolved issues
Contributing actively towards knowledge base articles
Adherence to strict SLA’s
Ready to work in early morning, general and afternoon shifts, including weekends, on
rotation basis
Should demonstrate an aptitude and appetite for learning newer technologies while
expanding on the core knowledge
Primary skills:
1-3;3-8 years of relevant experience.
Strong technical knowledge on:
Cloud Technologies – AWS, Azure etc.
Databases – SQL, Oracle, MySQL etc.
Operating Systems – Linux, Windows etc.
Networking – Basic networking concepts and troubleshooting
Programming knowledge – Java, Python (Desirable, not a must has) o Prior experience
with REST and SOAP calls.
Excellent communication skills – English written and verbal
HTTP technology and principles, including REST and SOAP principles (Required)
JSON & XML Data formats (required)
Javascript Regular Expression (Good to have)
Good understanding of networking protocols and applications (TCP/IP, proxies, load
balancing, firewalls, etc.) (Required)
Working knowledge of database technologies and SQL (Required)
In-depth familiarity of Linux (Required) (advanced user; sysadmin experience a bonus,
but not required)
Strong analytical and logical reasoning for technical troubleshooting
Ability to collaborate with cross-functional teams – Dev, QA, Infrastructure teams etc.
Should be a team player who keeps team’s success before individual achievements
Knowledge on data integration (Informatica/ Mulesoft))
Position Summary:
Seeking Managed Services L2 Support Engineer/Senior Engineer for IoT projects. This role is responsible for supporting managed services & application/product support for IoT projects.
Duties & Responsibilities:
• Investigate the issue and Provide Resolution (where is the issue – device/connectivity/platform/application layer)
• Application & Platform Performance Monitoring
o Identify, categorize, prioritize, diagnose, route, track, and close the alarms raised by monitoring tools
• Recreate and verify complex performance and environmental issues with full access to the production environment
• To identify, troubleshoot and solve incidents within SLA timelines
o Log Analysis of the issues reported
o Update tickets recent status and progress on ticketing tool
o Raise a bug for issue in application functionality where a code fix might be needed
o Triaging of
▪ Mobile App issues on both Play Store & App Store
▪ Web App issues
▪ Platform(AWS) issues
• Proposing solution to recurring incidents
• Proposing some new enhancements in existing solution
• Service Mgmt. Reporting
o Status Tracking & Reporting
• Continuous Service Improvement
o Process Management & Improvement
• Managing the Production AWS platform & applications deployed along with the E2E monitoring of systems and data flow
• Incident Management
• Problem Management
• Change Management
• Risk Management
• Knowledge Management
Qualifications and Experience:
• Mandatory
o Bachelor’s degree in Electrical Engineering, Software Engineering, Computer Science, Computer Engineering, or related Engineering discipline;
o 4+ years of experience in L2 of managed services / application(mobile or web) support
o 1+ years of experience in the Smart/Connected Products & IoT workflow.
o Hands on experience in
▪ Mobile OR Web App issues troubleshooting
▪ AWS platform or certified in AWS(Solution Architect/SysOps)
• Server-less/headless architecture
• Lambda, API Gateways, Kinesis, ElasticSearch, ElasticCache, Dynamo DB, Athena, AWS IoT
▪ Linux
▪ NoSQL Database(Dynamo DB preferred)
▪ Trouble ticketing tools(Jira Software & Jira Service Desk preferred)
o Ability to differentiate between application & platform issues and proven track record of taking them to closure
• Preferred
o Hands on experience on New Relic and AWS Cloudwatch tools
o Prior experience in operation support for IoT projects (50,000+ live devices) will be an added advantage
o ITIL certification
o Experience in AWS Cloud IoT Core platform
o L3 Support experience in addition to L2
Skills and
JD mentioned below:
- Hands on Experience with Microsoft Power Automate Flows & Desktop versions. Experience in developing and delivering MS365 solutions based on Microsoft and Cloud best practices.
- Modelling and developing out robotic processes using Microsoft Power Automate and Azure Form Recognizer during the project development stage.
- Experience in Azure Form Recogniser
- Hands-on experience in developing, improving, and supporting RPA programs with data integrity standards.
- Proficiency in one or more system level programming languages (C#, Java, Python, Angular 12 etc.) and a willingness to learn new languages.
- Understanding data structures and follows coding best practices, e.g. naming conventions, error handling, logging, and commenting.
- Good knowledge on end to end automation analysis and feasibility.
- Ability to perform feasibility of automating business processes.
- Ability to solve a problem using critical thinking, including assessment of existing process to determine feasibility of Automation and the ability to break down business problems into logical tasks .
- Ability to perform code readability to understand how the code is implemented and documented ability to understand the dependencies for the code to run.
Preferred Skills:
- Microsoft Power Automate certification will be an added advantage.
- Must be able to perform administration of Power Automate in Admin Centre .
- Must have hands-on experience and troubleshooting knowledge in Power Automate. Functional knowledge of Agile development and RPA development lifecycle management principles.
- Hands-on at least one other RPA Tools Blue Prism, Automation Anywhere, Ui Path etc..
- Must be able to communicate and work effectively in a multi-cultural environment.
- Must be capable of taking initiative, with a firm understanding of the final goal to be achieved.
- Must be an excellent team player possesses strong problem-solving and analytical skills.
- Able to handle confidential and sensitive company information
Job Description.
DB developer
This position is for Oracle Golden Gate developer and DBA position. The Candidate will implement and support Oracle Golden Gate replication components across many databases. Working closely with many application teams and implementing near real time replications with golden gate. Candidate should provide operational support as well.
Roles and responsibilities :
Configure and build Golden Gate Extracts/replicate for multiple databases.
Configure error handling for restart, logging, production support and status reporting in Golden Gate.
Identify and produce documentation of best practices.
Trouble shooting and performance tuning Golden Gate replications.
Implementing necessary monitoring scripts for Golden Gate in UNIX/PERL scripting
Provide Golden Gate solutions :
- Working with Oracle on SRs for critical issues.
- Strong oral and written communication skills along with problem solving skills.
Individual with min experience of over 5+ years on SQL Server
- Good Experience in SQL Server Installation and Configuration
- Backup and Recovery
- Security management
- Troubleshooting & Monitoring
- SSIS/SSRS/SSAS
Technical Support Engineer, who can assist clients with product issues and help to maintain a high customer retention level. He/She will be responsible for inbound and outbound support tickets from the customer base and addressing customer Technical issues and concerns.
Key Responsibilities :
Manage, maintain, support and troubleshoot the mobile cloud environment and its related mobile devices and suggest adjustments and new system designs for future needs.
Experienced in a tech support role in managing Android, iOS or Windows devices
Work closely with operations and software engineering teams to design and implement scalable and high performance solutions for our platform as a service and internal management tools
Quickly and efficiently troubleshoot simple and complex issues in order to provide outstanding support for internal service level objectives
Deal directly with customers, and respond promptly to customer inquiries
Handle issues by providing the appropriate Root cause of the issue
Identify areas for process and efficiency improvement within Platform Services Operations; recommend solutions and assist in overseeing implementation. Actively facilitate continuous improvement
Technical Skills – Must Have:
Experience on mobile device platforms (Android, iOS, Windows or Mac)
Knowledge on SAAS product support which has a cloud console -preferably in the mobility space
Working experience with Partners & Customers, Voice and Remote support
Worked on log collection and analyzing tools
Proficient in working on support desk/CRM tools such as Zoho/Zendesk/Salesforce
Experience of issue tracking software such as Jira/Bugzilla/Mantis/Remedy
Resourceful in understanding IT communication, troubleshooting, debugging and maintenance in multi-platform environments.
Nice To Have :
Technical troubleshooting involving monitoring web-app performance, crash analysis etc
Should have basic experience in understanding help docs and articles.
Understanding of MDM, EMM on either of the platforms (Android, iOS, Windows & Mac) can be an added advantage.
Skills :
Must possess strong communication skills in English, both written and verbal
Quick learner and versatile.
Flexible to work in different shifts
Excellent Email communication is a must.
Strong ownership
An excellent problem solver with strong analytical skills
