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Technical Support Engineer L1/L2/Manager/Director

Noida, UP
Job Code:
  • Manufacturing & Production
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Job Details

JOB RESPONSIBILITIESReceive and log support calls. Works with customer to assign initial severity level to the problem and initiates the case resolution workflowPerform first level problem determination to identify and isolate failure point including hardware, network, application, training and / or documentationWork as part of a high performance support team to ensure that system enhancements and defect corrections work properly and meet the users requirementsResolve product support questions, issues, and failuresMaintain strong adherence to Service Level AgreementsReview and update knowledge base and technical support documentation to reflect current technical information on productWork independently with minimal direct supervisionAbility to adjust to multiple demands, shifting work priorities, adversity and changeAbility to complete the assignment on scheduleSupport organizational metrics to indicate individual and departmental performance to requirements.Other duties and special projects as assigned.Minimum of 3 years of successful technical support and call center experience required.Required SkillsLinux server including command line interfaceExperience in a fast-pace environment, need good time management, solid communication skills, and quick responseWorking knowledge of the Software Life CycleExcellent organizational, and support case management skillsStrong understanding of Customer Support and Call Center Best PracticesHands-on experience providing end-user support in a high availability, mission critical support operation. Managed Services Support experience is a plusExcellent communications skills and the ability to communicate effectively at all levels both within and outside the organizationAbility to interface with external contacts while favorably representing Jibe in the marketplaceStrong knowledge of standard hardware & software configurations, Storage and Computing preferredSuccessful communicator at all levels using all media, with excellent interpersonal skills.Demonstrates skill, knowledge and understanding of company, products, job duties, and appropriate work methods.Other RequirementsRequired to use basic motor skills on a daily basisAbility to use a computerCapable of training assigned personnel in their defined tasks
Additional Degree: BE/ B.Tech (Engineering)

Experience: 3-8


Customer Support | H/W Installation/Maintenance | Network Planning
Applying for this job will take you to an external site


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