Senior Technical Support Engineer

Atlasrtx

3 - 8 years

5 - 10 Lacs

pune

Posted:-1 days ago| Platform:

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Skills Required

ms sql xml consulting flex xslt windows stored procedures troubleshooting technical support analytics

Work Mode

Work from Office

Job Type

Full Time

Job Description

Adhere to Service Level Agreements
Demonstrate strong case ownership
Drive issues to restoration / resolution and provide clear Root Cause Analysis (RCA)
Conduct thorough and detailed troubleshooting to provide quality support to clients
Manage customer & business partner expectations effectively to prevent escalations
Maintain high customer satisfaction throughout the problem resolution process
Work in accordance with NICE support processes, procedures, and contractual SLAs
Work with various NiCE departments (Support, Product Management, R&D, Cloud etc.) and customers around the globe for end-to-end issue resolution
Participate in knowledge transfer activities as required
Track clear case updates on analysis throughout the lifecycle of a case
Provide deep dive analysis before consulting/engaging R&D
Provide clear case descriptions, symptoms and business impact statements etc.
Share knowledge with and mentor / coach other engineers
Manage case and customer updates on progress and next steps within SLA
Engage the right R&D team to assist until root cause and resolution are found
Manage the end customer expectations based on R&D findings
Articulate high level or technical updates to internal / external stakeholders
Availability out of hours as required (nights / weekends) to address critical issues

Have you got what it takes

Understand complex solutions and configurations
Analyze and draw conclusions from log files
Isolate the exact problem component based on the system / data flows / API commands etc.
Restore critical cases and determine the actual root cause
Clearly document Root Cause Analysis (RCA), Resolution and Prevention plan
Use internal and external troubleshooting tools to collect information (logs, traces, screen captures etc.) to understand the environment to determine the RCA
Create clear and self-explanatory Knowledge Articles and Production Change Requests (PCR)
Ability to learn/understand product code would be an advantage
Basic Networking knowledge of TCP/IP, addressing, configuration, port usage, networking protocols
Basic SQL understanding (DBA activities, experience with SQL queries, functions, and stored procedures)
Web technologies (ASP.NET, XML, XSLT)
Security and encryption fundamentals (SSL/TLS, SSH, PGP, Windows Certificate concepts (PKI)
Bachelors degree in Computer Science / Software Engineering (or similar)
3+ years of Experience in Web Applications support
Experience in Database Troubleshooting and Tuning (MS SQL)
Experience in IT (Network and system) support working on server issues mainly
Strong troubleshooting and problem-solving skills
Experience in technical support serving global enterprise level customer accounts.

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