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    Support Engineer - Hyderabad, India - Sampoorna Consultants Pvt. Ltd

    Sampoorna Consultants Pvt. Ltd
    Sampoorna Consultants Pvt. Ltd Hyderabad, India

    2 days ago

    Default job background
    permanent Technology / Internet
    Description

    Core role responsibilities :

    • To understand customer needs and business objectives
    • To manage an incident while adhering to SLAs throughout its life cycle.
    • To work within welldefined system support guidelines.
    • Investigating, diagnosing, troubleshooting, and identifying solutions to platform issues.
    • To prioritize and respond to incident alerts and support calls. Determine and coordinate with teams that are critical to the event resolution.
    • To reproduce faults/cause in house related to system/network problems.
    • Take the lead in the development and presentation of postevent root cause analysis reports as required.
    • Execute system configuration changes (change request) as per given access rights and necessary approvals within a stipulated time frame.
    • To participate in internal technical discussions in view to improve overall network performance and make recommendations wherever possible.
    • Participate in technical communications within the Technical Support Team to share best practices and learn about new technologies.
    - collaborate with other Technical Support Engineers on cases to help develop knowledge and skills.

    • Create knowledge base articles to capture new learnings for reuse throughout the organization
    • Develop and implement feedback mechanisms for use in preventing future support process break downs.
    • Works on unusually complex problems and provides solutions which are highly innovative.
    • Analysis of traffic and tuning of solution for maximum security and value add to Operator
    • Analysis of reports and logs and presentation of results to customer and/or account manager
    )
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