Technical Support Engineer (Level 2)

Coates Signco

2 - 7 years

5 - 9 Lacs

mangaluru

Posted:13 hours ago| Platform:

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Skills Required

ubuntu ticketing service level linux networking artificial intelligence javascript php customer support technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role Responsibilities

Handle and resolve support tickets from ticketing systems escalated by L1 points of contact
Provide phone and email support, or remote assistance, to all clients
Proactively stay up to date with all the latest technologies concerning Coates products and the underlying technologies
Update and work-assigned cases in a timely manner adhering to the SLA
Maintain strong customer rapport and excellent, timely communication
Liaise with external clients and internal stakeholders to provide solutions and ensure service level agreements are met
Troubleshoot, respond and resolve software/hardware issues within defined SLA.
Address and resolve support tickets from our ticketing system.
Provide basic network support
Hardware configuration and installation of software.
Interact with the Project Manager and Support Lead for tickets that require escalation.
Perform basic L2 troubleshooting liaising with the onsite technician
Setting and preparation for newly introduced stores
Verification and maintenance of small devices (basic assembly, SSD, and RAM replacement), OS/software installation, manufacturer warranty application, etc.
Timely escalate the technical issue to L3 Support engineer

Role Requirements

Basic knowledge in IT systems, networking or hardware
Basic knowledge in a Linux (especially Ubuntu) environment
Good to have knowledge of scripting (e.g. Bash, JavaScript, basic PHP, etc.)
Understanding of server-client architecture
Strong knowledge of Microsoft PowerPoint and Excel is an added advantage
Degree in IT ( BCA/MCA/Engineering or equivalent qualification)
Excellent Communication skills
Flexibility to work weekends and night shifts as per a rotational roster
Required to work from the office at least 3 days per week
Preference for candidates residing in or near Mangalore

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