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Support Engineer

Bengaluru, KA
Job Code:
  • IT
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Job Details

The Support Engineer is responsible to solve highly complex level of problems related to windows platforms. As a member of the Core team in Platform Support, you will be responsible for delivering OS support for enterprise customers, primarily based out of north America. This would include phone as well as remote support. As an incumbent, you will be required to deliver timely and high quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer.Responsibilities Communicate with corporate customers via telephone, written correspondence, or electronic service in regard to finding solutions for technically complex problems identified in products.Solve highly complex level of problems, involving broad, in-depth product knowledge or in-depth product specialty; that may include support of additional product line. Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill. Responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases.Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Collaborate with Tech Leads and escalation resources when appropriate. Participate in case triage meetings to share knowledge with other engineers and develop efficient customer solutions.Consistently share best practices with team members. Act as technical resource for broad and complex issues, and may typically be assigned to moderately strategic accounts. Ability to develop and deliver "in depth" technical training to other engineers.Qualifications, Abilities and Experience should includeMinimum 2 years of experience in Windows Platforms Support.In depth knowledge on Core windows technologies in Windows 2000/2003/2008 / R2, with at least 2 years of experience on the same.The candidate should have good experience working in windows architecture and hands-on experience in Performance related issues.Should have an excellent trouble shooting skills in solving complex and critical issues related to Windows servers and need to adapt to new technologies quickly.Need to have excellent written and spoken skills. Good customer management experience.Good working knowledge on all supported versions of client & server operating system.The candidate should have good experience working in overall platforms environment and hands-on experience in handling Windows Performance & Memory management, Windows registry, Terminal Services / RDS, Printing, WMI, DCOM, RPC, Shell, MSI. Basic understanding of DNS, DHCP, WINS, TCP/IP, Routing, Antivirus, Firewalls etc. Clustering and Hyper-v would be added advantage.MCSE Certification would be an added advantage
Additional Degree: BE/ B.Tech (Engineering) | BCA (Computer Application)

Experience: 4-9


H/W Installation/Maintenance | Hardware Design | Network Planning | Switching/Router
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