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Company Name : Blancco
Location : Pune, Maharashtra
Position : L3 – Customer Support
Job Description : Job Description for L3 – 24×7 Technical Support TeamResponsibilities: -Taking ownership of customer issues reported and seeing problems through to resolutionResearching, diagnosing, troubleshooting and identifying solutions to resolve system issuesFollowing standard procedures for proper escalation of unresolved issues to the appropriate internal teamsResearch and identify solutions to software and hardware issuesDiagnose and troubleshoot technical issues, including account setup and network configurationAsk customers targeted questions to quickly understand the root of the problemTalk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issueProperly escalate unresolved issues to appropriate internal teams (e.g. software developers), Dev Case creation & Dev Cases Follow up with customers and Dev teamProvide prompt and accurate feedback to customersRefer to internal database or external resources to provide accurate tech solutionsEnsure all issues are properly loggedPrioritize and manage several open issues at one timeFollow up with clients to ensure their products are fully functional after troubleshootingPrepare accurate and timely reportsDocument technical knowledge in the form of notes and manualsMaintain jovial relationships with clientsGuide team on which issues needs to go for case escalation and dev team.Requirements: -Proven work experience as a Technical Support EngineerHands-on experience with Windows/Linux/Mac OS environmentsGood understanding of computer systems, mobile devices and other tech productsAbility to diagnose and troubleshoot basic technical issuesFamiliarity with remote desktop applications and help desk software (eg. JIRA)Excellent problem-solving and communication skillsAbility to provide step-by-step technical help, both written and verbalAdditional certification in Microsoft, Linux, Cisco or similar technologies is a plusProduction issue resolution and troubleshooting; Helping/Guiding L1’s on product related issuesRoot cause analysisReportingTesting new versions of the products and new featuresIn such a dynamic environment, great communication is essential. You will be a particularly good fit if you enjoy teaching others (speaking or creating content) and are always exploring the potential of new ways of working more efficiently for our customer.Qualifications and Skills: -Bachelor’s Degree in engineering in Computers, Electronics, IT, Telecommunication etc.A good understanding and hands on experience with Linux and Network administration (Certifications preferred)Experience in Shell Scripting and database queriesProgramming experience on any programming language For Example: Php, Python etc.Development & support experienceProficient in SQL & Database AdministrationComfortable with troubleshooting web application in Linux environmentFamiliar with Relational database (Postgres)Technical support or development experience for high traffic web/cloud based systemsExcellent written and oral communicationSound knowledge in frontend technologies (HTML/CSS/Javascript)API’s: Experience developing/integrating REST APIExperience working with applications deployed on AWS infrastructuresITIL Incident and Change management demonstrated practise is highly regardedWell organized with the ability to multi taskBuild and maintains a positive, collaborative relationship across all disciplines, while ensuring that key business drivers are addressed.LocationPune, MaharashtraDepartmentSupportEmployment TypeFull-TimeMinimum ExperienceExperiencedJob Type: Full-time
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