Technical Support Engineer

Proficiency in Linux operating systems.

Experience in providing production support for end customers. Exposure with ITSM tool like ServiceNow and aware on KPIs and operation metrics.

Skilled in deploying applications in production environments. Deployment tools like Jenkins, Ansible.

Experience managing physical servers.

Familiarity with monitoring tools and practices like Splunk,Dynatrace.

Strong problem-solving skills and attention to detail.

Excellent communication skills, both written and verbal.

Ability to work in a fast-paced, 24/7 support environment.

Preferred Qualifications:

Previous experience working in a customer-facing role.

ITSM certification preferred.

The role may involve working at customer locations as needed.

Roles & Responsibilities

Key Responsibilities: -

Provide first-level technical support to end-users and clients via phone and email.

Ensure timely resolution of reported issues to maintain system functionality.

Work in a 24/7 support environment, including weekends and holidays as per team roster.

Perform remote troubleshooting using diagnostic techniques and pertinent questions.

Deploy applications in production environments and provide production support for end customers.

Manage physical servers and work at customer locations as needed.

Use monitoring tools and practices to ensure system performance and reliability.

Log and track support tickets in the system, ensuring timely resolution to meet Service Level Agreements (SLAs).

Escalate complex problems to higher-level support teams when necessary.

Document support interactions and resolutions for future reference.

Collaborate with other support team members to share knowledge and improve overall efficiency.

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Key Skills

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