Senior Support Engineer
Evolving Systems
Bangalore Delhi
2d ago

Objectives

To provide second and third line support of customer installations

To provide technical support to end users

To minimize the level of support issues that are routed to Engineering teams

To take overall support ownership including testing and delivery of software changes to the installations

Technical Skills Required

Unix, Shell Scripting

Oracle, SQL, L2 Support

Job Description

Delivering support to SLAs

Keeping accurate logs of issues using a ticket management system

Responsible for taking ownership of customer systems from Engineering teams

Responsible for on-going maintenance of customer systems

  • Analyzing and troubleshooting incidents to identify problem areas;
  • Providing workarounds or resolutions, if possible, to clear reported problems;
  • Providing updates to L2 support on the status of incidents;
  • Testing and validating solutions from Engineering;
  • Assisting L2 support with root cause analysis ( RCA )

    Skills

    Bachelors / Master’s Degree in Computer Science or a related technical discipline, or the equivalent combination of education

    Minimum 5 years of support related experience, preferably in the telecom domain

    Proven track record as a support trouble shooter (L2 / L3)

    Having experience of direct exposure to the customer and demonstrated excellence in support

    Has worked (supported systems) and familiar with Unix, Shell Scripting, Oracle, PL / SQL

    Good understanding of Helpdesk Systems, SLA management

    Excellent communication (verbal / written) skills

    1-2 years of development / programming experience preferred but not essential

    Understanding of GSM Networks

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