Enterprise Support Escalation Engineer - SCIKEY

Date Posted: Jun 10, 2021

Job Detail

  • Remote/WFH:
    No
  • Location:
    Bengaluru, Karnataka, India
  • Company:
  • Type:
    Full Time/Permanent (hiring on behalf)
  • Shift:
    Rotating
  • Career Level:
    Entry Level
  • Positions:
    1
  • Experience:
    3 Year
  • Degree:
    Graduate
  • Apply Before:
    Jul 31, 2021
  • Visa Sponsor:
    No only open for local candidates

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Valid for application before Jul 31, 2021 12:07 PM

Job Description

Responsibilities: 

  • Facilitate, follow, enforce and improve the overall enterprise escalations process.
  • Lead enterprise escalation resolutions effort - requires extensive analysis, troubleshooting and possibly, collaboration with product development teams.
  • Investigate both platforms (OS, infrastructure, network, etc.) and product issues.
  • Analyze complex customer technical problems and resolve them in a timely manner, as per SLAs.
  • Work with support and product teams to update knowledge base documentation.
  • Assist other engineering teams with testing and validation, as needed.
  • Serve as a senior resource / subject matter expert (SME) for other team members or internal customers.
  • Conduct detailed root cause analysis to identify source of the issues & come up with solutions to permanently resolve them.
  • Help guide and educate team members.
  • Proactively anticipate and resolve problems. Create processes to support change.
  • Demonstrate proficient knowledge of best practices, standards, technologies and procedures.

 

Our product is highly technical - it's a SaaS product with an on-premises, enterprise component that our customers deploy in their corporate IT environments.  Enterprise Technical Support Engineer is expected to have sharp analytical skills as well as in-depth technical expertise to be able to troubleshoot different aspects of our customers’ complex IT environments (that our product would be a part of).
  

Qualifications and experience: 

  • 1-3 years of IT operations experience.
  • Experience and understanding of the following:
  • Network Infrastructure & Security. - VPN, DNS, VLANs, Firewalls
  • Network protocols -DNS, TCP/IP, DHCP, HTTP/s, SSL 
  • Knowledge of operating systems administration & internals such as:
  • Windows Server and Linux (RHEL/CentOS)
  • Cronjobs 
  • Docker 
  • Kubernetes
  • Knowledge of PowerShell scripting
  • Working knowledge of Enterprise Server Platforms is a plus
  • Knowledge of Cloud infrastructure AWS, GCP is good to have
  • Understanding of Data center operations, server imaging solutions is a plus
  • Excellent verbal and written communications skills.
  • Ability to learn quickly and perform effectively under pressure.
  • Strong technical aptitude.
  • Bachelor’s degree – Computer Science, Information Technology, or related field.

Benefits

Market linked compensation and benefits

Skills Required

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This Job is eligible for Joining Bonus
Earn $71.43 Once you are hired *
Valid for application before Jul 31, 2021 12:07 PM

Company Overview

SCIKEY is a Digital Platform for Jobs, Work & Business solutions, supported by a Professional Network and an integrated Services Ecosystem. It enables enterprises, businesses, job seekers, freelancers, and gig workers around the world. With its online events, learning & certifications, assessments, ranking & awards, content promotion tools, SaaS solutions for business, a global consulting ecosystem, and more, companies can get the best deals in one place.
'SCIKEY Assured,' a premium managed services offering by SCIKEY, delivers the best outcomes to enterprise customers globally for talent and technology solutions getting delivered offshore, remotely, or on-premise. We are super-proud to be working with some of the world's most iconic Fortune1000 brands.
Better Work. Better Business. Better Life. Better World.


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