Location: Bangalore, Delhi, Kolkatta (India)

Support Engineer

Job Details

Job Code

Location

Experience

240,241,243,290,291

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Job Title: Support Engineer

Job Code: 240,241,243,290,291

Location: Bangalore (240, 241, 243, 290) , Delhi, Kolkata (291)

Experience Needed: 3+

Number of Positions – 5

 

Objectives 

To provide first and second line support of customer installations 

To provide technical support to end users 

To minimize the level of support issues that are routed to GCS/L3 Teams 

To take overall support ownership including testing and delivery of software changes to the installations 

 

Technical Skills Required

Unix, Shell Scripting

Oracle, SQL, L2 Support

 

Job Description

Delivering support to SLAs 

Keeping accurate logs of issues using a ticket management system 

Responsible for on-going maintenance of customer systems 

Analyzing and troubleshooting incidents to identify problem areas; 

Providing workarounds or resolutions, if possible, to clear reported problems; 

Taking ownership of incident reports in the Customer's helpdesk system from L1 support  

Providing updates to L1 support on the status of incidents; 

Raising Defect reports with Evolving Systems Global Customer Support in the event a Defect is confirmed to be with the software; 

Receiving interim and final resolutions from Evolving Systems; 

Testing and validating received resolutions; 

Writing Method of Procedure (MOP) or other process documents and providing assistance to L1 support in applying the resolutions provided by Global Customer Support to the production system; 

Providing root cause analysis (“RCA”) to L1 support 

 

Specific Skills

Bachelors/Master’s Degree in Computer Science or a related technical discipline, or the   equivalent combination of education 

Minimum 1 year of support related experience, preferably in the telecom domain 

Proven track record as a support trouble shooter (L2/L3) 

Having experience of direct exposure to the customer and demonstrated excellence in support 

Has worked (supported systems) and familiar with Unix, Shell Scripting, Oracle, PL/SQL 

Good understanding of Helpdesk Systems, SLA management 

Excellent communication (verbal/written) skills 

Some development/programming experience preferred but not essential 

Understanding of GSM Networks 

Job Details

Job Code

Location

Experience

240,241,243,290,291

Apply