Technical Support Engineer Job in Inventum Technologies

Job description

Urgently looking for Technical Support Engineer (L1, L2 and L3) for an IT company (Product based) in Noida. Good IP and Ethernet networking skills; hands on exposure in...

Job Responsibilities:

• Monitoring and administration of Linux servers and applications in 24x7 shifts
• Resolving issues as per SLAs
• Escalation of issues in a timely manner
• Extending expert technical assistance to customers in case any Trouble Ticket gets escalated for high end resolutions.
• Install patches / fix on customers appliances / system with the prior approval of Technical Consultant and customer.
• Monitor the flow of Ownership and Escalation
• Daily Ownership case scrubs / audits:- Thorough check while performing audits (Calls and Cases) is required by an L3 to zero down the defects in troubleshooting and invalid escalation and ownerships.
• Check whether correct troubleshooting steps are being taken or not. Intervene in case any wrong procedure is being followed in order to resolve the case
• Feedback:- Provide feedback at regular intervals to maintain consistency in the process and technical troubleshooting (documented feedback signed and acknowledged by the giver and taker).
• Document resolutions provided and share with the team.
• Reporting:- Weekly report of the activities undertaken to be provided to the HOD / Manager.
• Provide training to team as well as customers in order to enhance their knowledge and skill set to handle the customer queries / complaints more effectively and efficiently.

Requirements

• 0-7 years of relevant experience
• Must possess excellent written and verbal communication skills.
• Good IP and Ethernet networking skills; hands on exposure in installing and managing routers and switches
• Prior experience in usage, installation and management of NMS systems is desired
• Good aptitude to troubleshoot complex Network issues
• Knowledge of monitoring tools and packet analyzers like Wireshark and sniffer will be added advantage
• Strong knowledge in Linux administration
• Basic knowledge of Linux shell scripting
• Certifications in RHCE, CCNA would be an added advantage
• Willingness work in 24/7 working environmen