L1 Support professional

4 - 9 years

5 - 8 Lacs

Posted:1 week ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

Work Experience: 4-5 Years
Industry: IT Services Job Type: FULL TIME Location: Noida, India

We are currently seeking Managed Services L1 App Support Engineer/Senior Engineer for IoT projects in the Smart Products IoT Strategic Innovation Centre in India team. This role is responsible for supporting Mobile Application support for IoT projects.

Duties Responsibilities:
  • Respond to the customer on App/Play Stores or on the email received via In-App feedback feature.
  • Try to either provide resolution or guide it to the appropriate team ASAP.
  • Mobile Application Support.
  • Identify, categorize, prioritize, route, track, and close the issues identified/received from:
  • Inbuilt review feature in Mobile App.
    • Timely respond to customer reviews on both App Play stores.
    • Make sure the customer query/issue is resolved to the highest satisfaction level.
    • Get on a bridge/conference call with L1 customer in case of critical issues.
    • Support Marketing team in all new initiatives to enhance customer delight.
    • Suggest and implement new tools for automating some of these tasks to enhance productivity.
    • To identify, troubleshoot and solve incidents within SLA timelines.
    • Log Analysis of the issues reported.
    • Update tickets recent status and progress on ticketing tool.
    • Raise a bug for issue in application functionality where a code fix might be needed.
    • Triaging of:
  • Mobile App issues on both Play Store App Store.
  • Web App issues.
  • Platform(AWS) issues, in case required.
  • Service Mgmt. Reporting.
  • Status Tracking Reporting.
  • Continuous Service Improvement.
  • Process Management Improvement.
  • Qualifications and Experience:
    • Bachelor s degree in Electrical Engineering, Software Engineering, Computer Science, Computer Engineering, or related Engineering discipline.
    • 4+ years of experience in L2 of managed services / application(mobile web) support.
    • 2+ years of experience in the Mobile App Support.
    • Good hands-on experience in Customer Centric support.
    • Ability to differentiate between application platform issues and proven track record of taking them to closure.
  • Basic understanding of IoT products services.
  • Mobile App Support tools like AppBot, AppFollow etc.
  • AWS platform or certified in AWS(Solution Architect/SysOps).
  • Lambda, API Gateways, Kinesis, ElasticSearch, ElasticCache, Dynamo DB, Athena, AWS IoT.
  • NoSQL Database(Dynamo DB preferred).
  • Trouble ticketing tools(Jira Software Jira Service Desk preferred).
  • Hands on experience on New Relic and AWS Cloudwatch tools.
  • Prior experience in operation support for IoT projects (50, 000+ live devices) will be an added advantage.
  • L3 Support experience in addition to L2.
  • Skills and Abilities Required:
    • Highly customer-focused and always eager to find a way to enhance customer experience.
    • Excellent troubleshooting analytical skills.
    • Excellent verbal written communication skills.
    • Willingness to work in a 24X7 shifts environment.
    • Self-driven committed to high standards of performance and demonstrate personal ownership for getting the job done.
    • Able to pinpoint business needs and deliver innovative solutions.
    • Can-do positive attitude, always looking to accelerate development.
    • Innovative and entrepreneurial attitude; stays up to speed on all the latest technologies and industry trends; healthy curiosity to evaluate, understand and utilize new technologies.

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