Technical Support Engineer

Role and Responsibilities:-

Recognize and minimize client impact by using timely and appropriate escalation processes to engage other Support teams.

Adhere to the first response and case update frequency SLA and continuously improve the response and resolution time to maintain high customer satisfaction. For Global, Elite Program will need to follow stricter SLAs

Record and document each step of the problem-solving effort including any interaction with the client.

Sharing knowledge and expertise with the team and with the clients, such as writing technotes etc.

Ensuring that an adequate amount of process is followed. If applicable, recommends and implements new or improvements to existing technical support tools, procedures, and processes

Understanding, narrowing and defining the scope of clients' concerns in terms of stating the problem and understanding its scope

Managing client expectations and understanding the nature of the issue in terms of technical impact and pervasiveness

Utilizing technical and negotiation skills and collaborating with L3 / Dev to prioritize and diagnose problems to resolution using problem determination/problem analysis skills.

Make timely, accurate and complete updates in case information to document all activities relating to the clientsâ reported problems (including issue severity, business impact, troubleshooting actions taken and planned, testing performed and resulting outcomes, issue validation procedures and solutions given

Communicating updates and action plans to customers or IBM representatives via the support portal, phone and email as per response guidelines

Required Technical and Professional Expertise:-

Experience with Big Data and Hadoop software stack: HDFS, Hive, HBase, Ambari and Cloudera Manager is preferred but not mandatory.

Ability to multi-task in a fast-paced environment.

Strong active listening skills and excellent written and oral communications skills.

This role will require working a shifted work week, weekends and some public holidays as part of a global worldwide support team

Relevant experience as a DBA/Backend developer with strong knowledge of SQL engine, federation and query optimization.

Experience working on Linux (and UNIX) operating systems in a server environment.

Hands-on experience on deploying or supporting databases on Public Cloud (AWS, Azure, IBM, Google).

Strong working knowledge of Container technologies/platforms (Docker, Kubernetes, Openshift).

More information about this Technical Support Engineer Job

Please go through the below FAQs to get all answers related to the given Technical Support Engineer job

What are the job requirements to apply for this Technical Support Engineer job position?
- Ans: A candidate must have a minimum of fresher as an Technical Support Engineer
What is the qualification for this job?
- Ans: The candidate can be a Graduate from any of the following: BE/B.Tech, ME/M.Tech
What is the hiring Process of this job?
- Ans: The hiring process all depends on the company. Normally for an entry level, hiring the candidate has to go for Aptitude, GD (If they look for communication),Technical test and face to face interviews.
This Technical Support Engineer is a work from home job?
- Ans: No ,its not a Work from Home Job.
How many job vacancies are opening for the Technical Support Engineer position?
- Ans: There are immediate 1 job openings for Technical Support Engineer in our Organisation.
Who is eligible to apply for this Technical Support Engineer job?
- Ans: The mentioned job is open to both Male and Female candidates.