Senior Engineer, Expert Support

Job Description

Key Purpose of Role:

The Product Support Specialist provides in-depth support for technical issues, which are escalated from the Service Desk/L1/Program teams during OTA & ATR phase of the project. These technical issues are critical in nature, time consuming, above the level of expertise in the Service Desk/L1/Program teams, etc.

The Product Support Specialist is required to have in-depth knowledge of the Company software and hardware products, company business and our customers business functions, and superior customer service and troubleshooting skills.

Areas of Responsibility / Tasks:

• Ensure Customer Relationship Management (CRM) tasks are fully documented and resolved or escalated to Development within Service Level Agreement (SLA) guidelines
• Provide root cause analysis &trouble shooting for the product support issues.
• Provide on call support for 12 hours (0600 to 1800 hrs IST) on rotational basis
• Install system releases
• Custom training for the Service Desk/L1/Program teams
• Should be well versed with ITIL practices and Protocols. Looking for people from support background.
• Should have prior knowledge in Deployment, Implementation, performing Disaster Recovery activities.
• Should be comfortable to work in Shifts.

Functional Competencies

Analytical Skills

Oracle database/SQL queries

Utility domain knowledge (preferred)

Scripting (preferred)

Hosting Solution: IIS & Cloud Infrastructure understanding

Experience with Windows desktop/server platforms and/or Unix, Networking and Scripting is a plus

Wireless technologies experience is a plus

Data Analysis

Technical Troubleshooting

If you have the drive and enthusiasm to accept this challenge and to work in a very dynamic, cross functional and international environment, we are looking forward to meeting you. Click apply now.