Responsibilities:
Requirements:
Education :
Respond to customer through phone/ email inquires w.r.t products and perform required technical troubleshooting steps based on customer issue within the scope of support
Hands-on experience working with ticketing tools and SLA governed environment
Escalate issues (when required) to the appropriate channel
Record, track, and document the problem-solving process all the way through to the final resolution
Use logical reasoning to analyze a situation and make use of available debug utilities
Identify and learn old and new software features supported by the organization
Hands-on experience working with fixes at the product level, including installing and upgrading software
Test fixes and BETA versions of the software to ensure reported problem(s) have been adequately resolved
Ability to establish proper course of action to ensure efficient completion of work within prescribed time limits
Develop FAQ and Knowledge Base articles to aid in problem resolution.
Roles and Responsibility –
.• Issue understanding and Impact analysis during problem identification – Severity validation
.• In case of bug/ enhancement fixed after getting confirmation from L3, communication to the customer
.• Frontline engineer is also responsible for KB and RCA for the non-swarmed issue.
Technical Skills –
High proficiency in using computers.
Technical troubleshooting/ debugging experience, programming experience, knowledge in database, SQL queries.
Advance knowledge of Windows systems, fair understanding of code flow( JAVA, Python, C#), Webserver ( IIS / Apache / Tomcat troubleshooting), Any database.
Advanced knowledge of Database, scripting, Excel.
Basic knowledge of macros.
Intermediate knowledge on Networking, Windows Server 2012 onwards, Client-Server Architecture
Basic knowledge on Cluster and Active Directory
In-depth Knowledge about browsers (MS Internet Explorer and equivalent)
Usage of MS Office suite (MS Outlook, MS Word and MS Excel) & Open office suite.
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