Application Support Engineer- L2
☞ Automation Anywhere Software Pvt ltd
Ver: 101
Dia de atualização: 06-05-2024
Localização: Vadodara / Baroda Gujrat Bengaluru / Bangalore Karnataka
Categoria: IT - Hardware / Rede Tecnologia da Informação
Indústria: IT Services & Consulting
Posição: Customer Support Engineer/Technician
Tipo de empregos: Full Time, Permanent
Experiência: 3 - 8 years
Conteúdo do emprego
Roles and Responsibilities
• Take ownership of the Support Tickets and customer communication to be done by L2
• L2 owns the responsibilities all the client communication for swarmed tickets.
• Team will work with required L3 engineer and ensure the logical conclusion of the ticket when they are unable to solve the ticket within the stipulated time
• Work with Escalation Engineer over Escalated tickets
.• Issue understanding and Impact analysis during problem identification - Severity validation
• Identify affected components
• Search KBs, Support tickets, Documents for relevant solutions for the reported issue.
• Replicate it locally [share the env. details in the internal tab of the ticket].
• Request and review all required details like the screenshot, all application logs, event viewer logs and Diagnostic utility result (if needed) before having a meeting with the customer.
• Self-analysis capture over the ticket. (internal and external notes)
• Plan of action should be shared with the customer before scheduling a meeting with the customer.
• During scanning Jira tickets, if he/she finds an issue as bug/enhancement. The information should be added to the ticket [internal tab] and further needs to be validated by L3 member.
• In case of bug/ enhancement fixed after getting confirmation from L3, communication to the customer
• Frontline engineer is also responsible for KB and RCA for the non-swarmed issue.
• The engineer should be flexible to work in any shift as required by the business in the future
• The engineer should be ready to work 24X7X365 rotating shift based on business requirements.
Technical Skills -
- High proficiency in using computers.
- Technical troubleshooting/ debugging experience, programming experience, knowledge in database, SQL queries.
- Advance knowledge of Windows systems, fair understanding of code flow( JAVA, Python, C#), Webserver ( IIS / Apache / Tomcat troubleshooting), Any database.
- Advanced knowledge of Database, scripting, Excel.
- Basic knowledge of macros.
- Intermediate knowledge on Networking, Windows Server 2012 onwards, Client-Server Architecture
- Basic knowledge on Cluster and Active Directory
- In-depth Knowledge about browsers (MS Internet Explorer and equivalent)
- Usage of MS Office suite (MS Outlook, MS Word and MS Excel) & Open office suite.
Data limite: 20-06-2024
Clique para aplicar para o candidato livre
Reportar emprego
EMPREGOS SEMELHANTES
-
⏰ 27-06-2024🌏 Bengaluru / Bangalore, Karnataka
-
⏰ 13-06-2024🌏 Bengaluru / Bangalore, Karnataka
-
⏰ 20-06-2024🌏 Bengaluru / Bangalore, Karnataka
-
⏰ 02-07-2024🌏 Bengaluru / Bangalore, Karnataka
-
⏰ 27-06-2024🌏 Ahmedabad, Gujrat
-
⏰ 19-06-2024🌏 Bengaluru / Bangalore, Karnataka
-
⏰ 15-06-2024🌏 Bengaluru / Bangalore, Karnataka
-
⏰ 19-06-2024🌏 Bengaluru / Bangalore, Karnataka
-
⏰ 26-06-2024🌏 Ahmedabad, Gujrat
-
⏰ 29-06-2024🌏 Bengaluru / Bangalore, Karnataka