Application Support Engineer - Mumbai
- Seclore
- 3 - 5 years
- Mumbai
- 5 years ago
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Job Description
Job Location:
Mumbai
DUTIES AND RESPONSIBILITIES:
- Act as point-of-contact by providing technical support to Enterprise customers and partners of Seclore. Handles real-time voice-calls and chats with technical queries and adheres to the SLAs Handles email queries and responds in a timely-manner Achieves understanding of Seclore products and gains expertise Applies knowledge and experience along with analytical approach to diagnose and resolve issues in unique and complex customer environments Attempts to provide resolutions on the first interaction with customers Handles multiple cases at the same time with varying degrees of severity Effectively communicates procedural and technical issues to internal and external customers/stakeholders Manages schedule of cases, determines including priority level and negotiating and setting expectations with the customers Assesses the need to engage or escalate to the required resources to handle complex issues/situations Engages with internal teams to prioritize customer requests Researches on array of topics like operating system its fundamentals, Infrastructure technologies, and Seclore products as and when needed Participates in the new product releases to ensure information and training requirements are met to start supporting the new release Engages in ongoing trainings and function/organization development, along with self-learning Creates documentation and support knowledge base to reduce troubleshooting time and drive faster resolution Works towards becoming an SME on a product area and go to guy for an underlying related technology Works in a team with assorted expertise Mentors and assist new technical support engineer and peers to develop skills Comfortable working in shifts Multitasks and works well in a fast-paced environment
AREAS OF WORK:
- Support Helping people use applications by answering their questions and giving information that facilitates correct operation of Seclore products over the phone, chat and / or email. Troubleshooting Diagnosing malfunctions in the operation of software. Repair Correcting application software malfunctions
QUALIFICATIONS:
- Hands on experience across the following core technologies
- Working knowledge of
- Good to have knowledge of
- Knowledge of tools like Procdump, Memory dumps like Windbg and Debugdiag
- Required: Bachelor s Degree or Diploma in Computer Science
- Preferred: Industry certifications like MCSE, MCP, RHEL Certifications, CCNA
- Operating systems Windows Server/Windows Client
- Expert Level understanding of Windows Server Concepts Solid Hands on experience in troubleshooting Windows OS and application related issuespol
- Expert Level understanding of Windows Server Concepts Solid Hands on experience in troubleshooting Windows OS and application related issuespol
- Relational DB principles and methodologies MS-SQL, Oracle Virtualization Technologies Vmware / Hyper-V Antivirus Softwares Knowledge of tools like Process Monitor, Process Explorer, Network monitor/Wireshark,
- Operating system Linux, MAC OS Windows Exchange Apache Tomcat and Apache Web Server Knowledge of computer security procedures and protocol Remote Deployment Tools like LANDesk, SCCM and other IT landscape
EXPERIENCE:
- 3 to 5 years experience in a Technical Support role, preferably application support Managed Customers from regions such as NA, EMEA or APAC Exposed to working shifts in nights Handled customers on the phone Current job includes exposure to CRM tool Exposure to severity based models would be preferable Exposure to Enterprise/Corporate customers preferable
ABILITIES REQUIRED:
- Strong customer-focus and problem-solving attitude Ability to communicate technical information to non-technical personnel. Keen sense of ownership of technical issues of Seclore s enterprise customers Ability to generate progress reports on cases owned Good communication skill and learning attitude. Ready to work on 24/7 support center. Be a team player with ability to stretch (time-wise) when required Willing to work in high-pressure environment Skills in planning, organizing, and adapting within a multi-tasking environment. Willing to work in night shifts
Job Classification
Industry: IT-Software, Software ServicesFunctional Area: IT Software - Application Programming, Maintenance, Role Category: Admin/Maintenance/Security/DatawarehousingRole: Admin/Maintenance/Security/DatawarehousingEmployement Type: Full timeEducation
Under Graduation: Any Graduate in Any Specialization, Diploma in MechanicalPost Graduation: Post Graduation Not RequiredDoctorate: Doctorate Not Required, Any Doctorate in Any SpecializationContact Details:
Company: Seclore TechnologyLocation(s): Mumbai+ View Contact
Keyskills: Application support Networking Linux Analytical Antivirus Windows CCNA MCSE Technical support CRM
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