Support Engineer

Note: We need candidates who have GOOD COMMUNICATION!!!!

Job Description L1 Support Engineer

Designation: Support Engineer

Location: Hyderabad/ Bangalore

Shift: 24x7 Rotational

Notice Period: Immediate Joiner/ Serving Notice Period/ Max 30 Days

L1 Support Engineer Job Description

Role and Responsibilities:

• Provide technical support to Enterprise Accounts via phone, email and web tickets
• Manage the customer expectations when they call support and coordinate with different operational teams on complex issues, or according to the process
• Must have the ability to provide accurate initial information in time sensitive situations.
• Work in a fast paced, high-pressure environment under minimum supervision, correctly diagnose a

customers issue and analyze its severity and urgency and act accordingly based on the business impact

• Perform as the primary interface on internal escalation for different global support teams
• Strong collaboration and coordination with the different global support functions and teams
• Continuously improve and upgrade technical and professional skills through training, self-study, and certifications
• Meet business objectives and team targets defined by management

Skills Requirements & Scale

Technical Skills (Core):

• Database (ODBC connection, common DBs): 3
• Networking (HTTP, network trace, DNC. Proxy, LB, APIs): 3
• Windows OS (underlying Service, Domain, AD, process, security/SSL): 3
• Authentication (Win AD auth, SAML, user/pass): 3
• Troubleshooting (log analysis): 4

Technical Skills (Nice to have)

• Third-party data source knowledge (SharePoint, Salesforce, OneDrive)
• Python fundamental (or other programming related)
• Knowledgebase documentation procedures (KCS is a plus)

Scale definition (1-5 scale)

1. Insufficient understanding

2. Surface level understanding can explain in their own words.

3. Understand the overall concept and can provide at least one relevant example/use case (this is the average level that meets the expectation)

4. Demonstrate good understanding and can apply in many real scenarios.

5. Professional knowledge, demonstrate in-depth knowledge, and able to coach someone else in this area.