Technical Support Engineer
- Everestek Technosoft
- 4 - 6 years
- Indore
- 5 days ago
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Job Description
Profile:- Technical Support Engineer
Responsibilities :-
Attain a good understanding of customer systems and integrations to aid with triage and
problem resolution in production.
Deploy solutions in AWS and on-premises as well as having a general
understanding of the build and deployment process for triaging of internal issues
Understanding and manipulating the data model at a database level to provide root
cause analysis.
Possessing the necessary technical expertise to implement solutions supported by RCA
when required
Deploy solutions locally or on remote machines to aid in the triage and RCA
process
Engage with customers in communicating issue status and plan for resolution. Ensure all
communications are well considered.
Responsible for problem management, problem solving and internal escalations.
Contribute to ongoing process improvement.
Customer Support Request (SR) resolution - ensuring SRs are further investigated (and
reproduced where possible) after Level 1 has performed triage, debugged, resolved and
released to the customer for validation. Involves liaising with external customer support
and technical functions as well as internal personnel.
Ensure that customer problems are actioned, completed, and brought to resolution in
accordance with SLAs.
Identify root cause analysis (RCA) of customer issues by technical triage and functional
analysis
Maintain a strong level of knowledge of the product suite (technical and
functional) to aid the support process and for SR resolution.[CF1]
Willingness to take ownership of significant elements of an overall solution
Education and/or Experience
Bachelors or Masters degree in Computer Science, Management Information Systems,
Engineering, Mathematics/ Statistics/ Sciences (or related) disciplines
5+ years of experience in a production support engineering role
5+ years of experience working on software implementations
Experience of working remotely in a vendor environment on client sites [CF2]
Experienced in providing regular project and team feedback, as well as measurable
opportunities for improvement.
Experienced using Jira Service Management and Confluence[CF3]
Knowledge, Skills and Abilities
Ability to understand and use technologies involved in customer solutions to increase
problem solving capability and be an effective intermediary between Level 1 and internal
staff on technical problems that surpass the technical depth of the issue.
Strong analysis, design & solutioning skills and able to provide sound direction.
Excellent documentation skills
Proven complex technical problem-solving skills[CF4]
Strong communication skills and proven ability to deliver without direct supervision [CF5]
Technical Skills
Technologies: Java, including J2EE technologies such as JSP, AngularJS, Node js,
JNDI, Cloud(AWS), AWS Services
Application servers: Websphere,Tomcat, JBOSS
Databases: DB2, Oracle, SQL Server, Aurora
Development Tools: Apache Ant, Maven, Junit, Eclipse, Subversion, Jenkins, Docker,
Gradle, GIT
Experience using middleware and integration technologies such as SOAP/HTTP,
RESTful, WebsphereMQ, SOA, AquaLogic (Oracle Service Bus)
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: Everestek TechnosoftLocation(s): Indore
Keyskills: Aws Deployment Java developer Debugging Production Support SQL Aws Cloud jira and confluence Software Implementation Technical Support J2Ee Troubleshooting System Integration
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