Description
Qualification: Candidates from Technical background are preffer.
Job Title: Technical Support Executive ( L2 Level)
Location: Noida, Gurgaon, Chennai, Bangalore
Experience: 2-5 Years
JD:
- Troubleshoot, diagnoses, advise and performs corrective actions to resolve technical issues reported by customers (ensuring customer information is properly protected)
- EME support and outage handling and solving the issue with SLA
- Collecting and analysing logs, traces and conducting initial investigation
- Outage Bridge Support
- Contributes to customer SLA compliance and KPI quality performance level
- Explores, customizes scripts/ tool implementation
- Implement new SW release in lab and pilot sites and test the stability and performance
- Work with different stakeholders / different BGs / CSS / R&D for the reported SW issue to get corrections
- Creating and reusing knowledge articles
- Applies SW services, policies, tool, documentation and contributes to their continuous improvement
- Explores customizes scripts/ tool implementation
- 24/7 support availability, on call rotation schedule
Key skills required are:
- Knowledge and technical hands-on experience with Enterprise Solution Products (CMU, APC, EVC, NGC) and preferably understanding of Modular Private Wireless Solution and Support model
- Case Handling Familiarity (SalesForce, JIRA), ticket handling support
- Deep expertise in analysing the traces and identifying the issues/ cause / RCA/ providing solutions
- E2E ownership of customer issues
- Excellent Communication and Collaboration Skills, Pro-active, engaged attitude
