Support Engineer (Job Code : J43242)  

 Job Summary
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Experience:
2.00 - 4.00  Years 
 
Location:
Pune
 
Designation:
Support Engineer
 
Degree:
BA, BBA/BMS, BCA, BCom, BCS, BE-Comp/IT, BEd, BE-Other, BIS, BIT, BSc-Comp/IT, BSc-Other, BTech-Comp/IT, BTech-Other, CA, CS
 
Educational Level:
Undergraduate/Diploma
 
Stream of Study:
 
Industrial Type:
IT-Software/Software Services
 
Functional Area:
IT Software - Application Programming / Maintenance
 
Key Skills:
Application Support
 
Job Post Date:
2021-02-10 16:00:42  
 
 

 Company Description
 
Our Client is an Australian Enterprise Software company, that helps businesses in automating their business processes and providing workplace safety and compliance through its segment-leading products, KiriHQ and Kiri Align respectively. Founded in 2016 and proudly based in rural Victoria in the town of Rosedale, my client has quickly expanded operations across multiple locations in Australia and India, with customers across Oceania, APAC, and the EMEA region. My client is an equal-opportunity employer and proudly welcomes talent from any Nationality, ethnicity, gender, sexual orientation, political views, religious belief and racial background.
 

 Job Description
 
Key Responsibilities:
? Actively troubleshoot client issues, create and update incident/ problem/ service request tickets, and perform a first-level analysis/ resolution of issues
? Escalate issues to appropriate product engineering and delivery teams as appropriate based on the nature and severity of the issues
? Manage two-way communication with issue reporters/ clients by means of tickets, emails, phone as may be appropriate to the situation
? Facilitate issue re-creation and provision of additional troubleshooting information from issue reporters to product engineering teams
? Work with the onsite support engineer to maintain continuity of service between time zones
? Work with clients from Australia and New Zealand and collaboration with teams in India where the ideal work timings will be 7 am -4 pm (local time)
? Attend to and manage live chat requests/ sessions for support purposes
? Management and upkeep of on-field service devices/ tablets through the use of remote management tools
? Receive service requests from clients and create new feature/ improvement tickets in the engineering teams’ improvement backlogs
? Document analysis and reports of key incidents, problems periodically and circulate to relevant stakeholders

Required Technology Skills and Experience:
? Demonstrated ability to troubleshoot technical (software) issues in direct communication with clients, either via email, phone, live chat or in-person
? Excellent verbal communication, written communication and documentation skills with the ability to provide a good articulation of facts in a short and concise manner
? Good conceptual understanding of web-based architecture- being able to segregate front-end, back-end, and database issues by virtue of good design knowledge
? Good understanding of cloud-based infrastructure, with exposure to at least one of the following ecosystems - Google Cloud Platform, Amazon AWS, Microsoft Azure
? Exposure to having worked in the field service domain, where a large number of users have used your products out on the field on mobile or tablet devices
? Working knowledge of managing mobile devices and tablets remotely, through MDM platforms like AirWatch, Microsoft Intune, or similar
Required Technology Skills and Experience:
? Demonstrated ability to troubleshoot technical (software) issues in direct communication with clients, either via email, phone, live chat or in-person
? Excellent verbal communication, written communication and documentation skills with the ability to provide a good articulation of facts in a short and concise manner
? Good conceptual understanding of web-based architecture- being able to segregate front-end, back-end, and database issues by virtue of good design knowledge
? Good understanding of cloud-based infrastructure, with exposure to at least one of the following ecosystems - Google Cloud Platform, Amazon AWS, Microsoft Azure
? Exposure to having worked in the field service domain, where a large number of users have used your products out on the field on mobile or tablet devices
? Working knowledge of managing mobile devices and tablets remotely, through MDM platforms like AirWatch, Microsoft Intune, or similar
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You are a self-motivated person and a team player in all situations with a calm attitude You have an unquenchable desire to learn about, and adopt new technological trends You are passionate about your work, and possess the ability to deliver with minimal oversight
You understand the difference between being smart and being arrogant - and possess a humble personality while still being able to demonstrate exceptional out of the box thinking
You are an excellent communicator, who cares about communicating well with others with good vocabulary in the English knowledge and are able to communicate comfortably with remote teams/ clients over the phone/ webchat/ video conferencing
You bear an entrepreneurial spirit, with a constant “can-do” attitude irrespective of what the challenges in front of you are
You possess at least 2-4 years of demonstrable experience in having managed the responsibilities and applied the skills and attributes described above
Support engineer JD v1 - 05 August 2019
? Demonstrated ability to be a quick learner- being able to grasp new concepts quickly and become conversant with them in a short period of time by means of doing your own research and analysis
? Demonstrated ability of proactively identifying potential problem areas, underlying trends in problems, improvement opportunities, and being able to suggest innovative solutions towards attacking those
? Ability and willingness to work in shifts
Not Required but Highly Regarded Skills:
? Prior experience of having worked with/ exposure to a web-based IT service management/ ticketing system like JIRA Service Desk, Remedy, Salesforce, ServiceNow, Zendesk or similar
? Prior experience of having written code with any of the following languages - JavaScript, TypeScript, Java, node.js
? Experience in GIT, Bitbucket or similar source control tools
? Prior experience of having built websites or mobile apps of any kind
? Prior experience of having performed software testing

You are a self-motivated person and a team player in all situations with a calm attitude You have an unquenchable desire to learn about, and adopt new technological trends You are passionate about your work, and possess the ability to deliver with minimal oversight
You understand the difference between being smart and being arrogant - and possess a humble personality while still being able to demonstrate exceptional out of the box thinking
You are an excellent communicator, who cares about communicating well with others with good vocabulary in the English knowledge and are able to communicate comfortably with remote teams/ clients over the phone/ webchat/ video conferencing
You bear an entrepreneurial spirit, with a constant “can-do” attitude irrespective of what the challenges in front of you are
You possess at least 2-4 years of demonstrable experience in having managed the responsibilities and applied the skills and attributes described above