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Coates Signco
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Technical Support Engineer (Level 3)

Technical Support Engineer (Level 3)

Coates Signco

4 - 7 years

6 - 10 Lacs

mangaluru

Posted:Just now| Platform:

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Skills Required

ubuntu linux networking analytical process improvement artificial intelligence javascript php wellness technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

The Level 3 Technical Support Engineer is responsible for the handling and resolution of escalated deployment and post-deployment support tickets from L2 technical support (including client), providing inbound technical support for our products via ticketing tool, phone, email and remote sessions - careful and detailed analysis of log files will be required. Acting as an escalation point from L2, the role provides deep analytical troubleshooting services for complex technical problems faced by our clients in quick-service restaurant and retail industries.

Role Responsibilities

Provide deep, analytical troubleshooting for complex tech issues, within defined SLA.
Work closely with Internal operations /content team to provide resolution to escalated tickets.
Review and escalate bugs and defects, collaborating with development teams to support resolutions.
Maintain strong customer rapport and excellent, timely communication.
Contribute to documentation to build Coates knowledge base.
Proactively stay up to with all the latest technologies concerning Coates products and the underlying technologies
Test and maintain Hardware devices (basic assembly, SSD, and RAM replacement), OS/software installation, manufacturer warranty application, etc.
Develop manuals and knowledge articles for internal/external use.
Participate and contribute in process improvement discussions.
Perform network troubleshooting to make sure all HW is up to .

Role Requirements

Minimum 2 years of working experience providing L2 support in IT Industry.
Background in IT systems, networking or hardware.
Experience in working on any of the ticketing tools .
Excellent understanding of SLAs.
Advanced Knowledge and experience working in a Linux (especially Ubuntu) environment.
Good to have knowledge of scripting (e.g. Bash, JavaScript, basic PHP, etc.)
Experience with server, hardware and software support in a networking environment.
Understanding of server-client architecture.
Strong knowledge of Microsoft PowerPoint and Excel is an added advantage.

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Technical Support Engineer (Level 3)