Technical Support Engineer - Mumbai

India, Mumbai · Full-time · Entry-level

About The Position

Celltick is searching for a Technical Support Engineer (L1/L2) for a full-time contractual position. The Service Provider (Technical Support Engineer) agrees to perform the following services at CELLTICK’s or its customer designated premises:

 

  • To be the main contact for the customers for all technical issues.
  • Maintain, monitor, and provide technical support on installed systems.
  • Handle support calls and emails from customers. Provide solutions as per the SLA.
  • Multitask and handle various support tasks based on priority.
  • Perform system maintenance and upgrade activities as required.
  • Proactively analyze and report the health and status of the system to various internal departments.
  • Assisting the internal Service departments as required.
  • Prepare and maintain complete technical documentation of the systems.
  • Ready to work in shifts on rotation basis to maintain 24*7 support function
  • Willing to work extra hours when required.
  • Handling all the communication related to the assigned customer accounts.
  • Responsible for handling Level 1 and Level 2 analysis and trouble shooting.
  • Performing regular health-checks.
  • Analyze and resolve tickets and Responsible for handling product queries.
  • Regular follow-up with customer.
  • Be prime interface to the customer and hold review meetings with the customer on a timely basis.
  • Monitoring of Celltick Platforms and adhering to all the necessary policies and SLAs defined by all the stakeholders.
  • Reporting issue to the concerned in a timely manner
  • Alarm handling and alert to the concerned with understanding of the impact due to the issue.
  • Report and prepare case with L1, L2 analysis for further Level 3 analysis and sharing the trouble shooting trends with the respective teams
  • Follow the guidelines provided by L3 support resources.
  • On Call 24*7 to the internal/external teams for all queries to be answered
  • Performing regular health-checks of systems and delivering regular reports.
  • Assistance and coordinate Remote Access Connectivity to ascertain remote access to the Celltick Platforms.
  • Assist to analyse and properly escalate the trouble ticket in accordance with the Celltick/Customer support process.
  • Diagnose issues such that L3 can quickly provide a corrective solution/workaround.
  • Ensure appropriate inclusion of L3 expectations within investigation reports.
  • Act as a primary interface to the L3 support
  • Participate and assistance following procedures and techniques to support the Celltick platform/Service more effectively
  • Provide platform/service feedbacks to L3
  • Follow up for RCA for the resolved ticket in a timely manner.
  • Review MOP (Step by Step) document for schedule upgrades. 

Requirements

  • Bachelor’s degree in IT/CS or equivalent
  • 1 to 2 years of work experience in O&M. basic shell scripts, SQL queries, vi editor and Networking basics.
  • At least experience with any flavor of Linux / Unix based platforms
  • Database basic knowledge (preferred PostgreSQL, MySQL)

 

Soft Skills:

  • Self-learner
  • Team player
  • Excellent spoken and written English

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