Shift: - It s 24 x 7 operations, mostly night shifts.&
Total Experience: - 2 - 7 yrs.&
Accountabilities o& &
Responsibilities & Work as a L2 for all the application and operating system related issue & Manage escalated technical issues& & Should work closely with end user to ensure 100% technical resolution & Involve all the stake holders whenever required, join conference call & Track all the escalation to gauge the technical knowledge of all the team members. & Design a training plan for all the team members including the new joiners. Train/groom the team. & Do case audits and provide feedback & Discuss/escalate JIRA with engineering team & Ensure team is up to date with process, procedure and technology. & Work on the root cause of the issue if issue is occurring repeatedly. & Escalate an issue to L3 if unable to resolve and keep customer informed about the update. o& &
Application/Technical Support & Provide first line technical support & Talking to clients and computer users to determine the nature of problems & Answer queries promptly, professionally and knowledgeably on the phone/email & Maintain polite, professional attitude to all clients & Installing and configuring applications, software, systems, networks, printers and scanners & Investigating, diagnosing and solving computer software and hardware faults & Log all calls received on Salesforce accurately, efficiently and completely & Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complex problems & Provide timely updates to clients on existing queries. & Manage and take ownership of the resolution process for all customer related issues & Ensure the provision of consistently reliable and professional service by utilizing in depth technical and product knowledge and diagnostic skills & Develop expertise in the tools/Applications of client products that will lead to shorter resolution times. & Escalate issues across business technical divisions expediting solutions to complex client queries and provide end to end ownership of client issues & Undertake proactive calling to ensure customer satisfaction levels & Proactively monitor team and make adjustments to meet optimum performance levels and advocate consistently maintained procedures & Achieve individual & team desk targets & Maintain good working relationships with internal departments as well as 3rd party vendors & Demonstration of ownership of problems
Knowledge & Key Skills o& &
Personal Qualities & & Strong customer service and support focus with a desire to deliver a high quality service & & Self-motivated and highly professional with ability to lead and take ownership and responsibility & & Ability to multi-task, work under pressure and to tight deadlines & & A desire to learn and improve skills and knowledge & & Logical approach to problem solving & & Fast learner, energetic and enthusiastic & & Adaptable and flexible to business demands & & Strong organizational and planning skills & & Positive can-do attitude & & Team player o& &
Functional Skills and Experiences & & Experience working in technical support process & & Good communication skills (verbal & Written) & & 6 years experience in Application/Technical support & & Extensive problem solving and troubleshooting skills & & Ability to independently apply production upgrades and support the products and technologies & & Experience in providing services to agreed SLA s & & Excellent interpersonal and communication skills & & Flexible in working outside of core business hours at short-notice o& &
Technical Skills and Experiences & & OS:& - Linux servers (REDHAT & SLES) must have Red Hat certification & & Knowledge of: & & & & & & & & & - Apache, Tomcat, NTP Server, RUNLEVELS, Linux File Structure, File permissions, DHCP, NIC bonding, Performance tuning, IP forwarding, Virtualization (VMWare) & & & & & & & & & - Scripting (Perl, Shell & Bash) & & & & & & & & & - awk, sed, grep, find, vim editor, less, lsof, mount,nfs, DRAC,ILO,RSA& & & & & & & & & & -& Basic load balanced Linux cluster, Network bond and hands on experience on configuring high availability services & & Database: - Basic knowledge of Oracle 10g,11,12 and good command on SQL queries& - Install-upgrade database. Backup and restore, performance tuning, reorg, runstats, & Networking and hardware troubleshooting LAN, Routing protocols, Tunnel, VPN & Storage: Tivoli storage manager, Hitachi storage manager, NAS, SAN, Tape drives & & Knowledge of HL7/DICOM will be a Plus & & Analyzing and understanding application...
