Designation :L1/L2 Technical Support Engineer
Number of openings : 5
Location : Pune, India
Experience : 1 year minimum
Required Qualifications & Experience
You are a graduate/undergraduate in Computer Science (BE/MCS/BCS/BCA/MCA).
You have experience in providing Application, OS and Networking level technical support to customers over email and Phone
You have a strong understanding and grasp of Linux/UNIX environments, server administration skills, Client Server applications, Web applications, Security and are familiar with the insides of the Linux/UNIX operating systems and setup and operation of TCP/IP networking on Linux or UNIX systems.
You are familiar with Internet concepts including SMTP, IMAP, POP, HTTP, DNS, LDAP and related protocols.
You have good practical working ability with UNIX utilities, including editors and command shells. Preference will be given to candidates who have worked with collaboration technologies (Email, chat, calendar, etc)
Key Skills required
Excellent spoken and written communication skills (English).
You are a peoples person and a good listener. You have the necessary patience, maturity and gumption to handle customers at all levels.
You have a sharp troubleshooters mind.
You can express problems, causes, diagnosis and solutions in a clear concise manner (written, spoken and in English)
Your work schedule will be flexible, therefore you would be handling customer in-bound calls, chats and tickets sometimes during evenings, weekends or holidays.
You would troubleshoot and respond to customer tickets within SLA commitments.
You would be updating and maintaining the customer information database as well resolving technical issues through diligent research, reproduction and troubleshooting.
You will directly work with other technical support staff and engineering to resolve problems.
You would need to liaison with product developers to handle escalations.