System Support Engineer L1

Job Overview:

• Experience in Customer Support with an enterprise software organization.
  
• Experience with Linux or UNIX administration (Clustering, High Availability, Load
  Balancing, etc.).
  
• Hands-on experience in managing web servers (Apache, Tomcat, JBoss).
  
• Elementary database (SQL Server, MySQL, Oracle) operational knowledge.
  
• Proficient with Scripting or other programming languages.
  
• Hands-on experience on ticketing tools (Jira / Freshdesk).
  
• Readiness to work shifts and/or be on call and/or put in extra hours for task closure.
  
• Excellent verbal, written, presentation and interpersonal communication skills.
  
• Fast learner who can pick up new technologies.
  
• Capable of working with a cross-functional team to solve business and technical
  problems.
  
• Ability to make complex technical matters easy-to-comprehend for non-technical
  persons.
  
• Highly driven individual with an execution focus and a strong sense of urgency.
  
• High level of enthusiasm about helping and serving clients, strong customer and
  solution- oriented personality.
  
• Ability and willingness to travel, if required.
  

• Render exceptional first-tier phone/email support for efficient resolution of technology
  and functional problems across all products.
  
• Take ownership of user problems and be proactive when dealing with user issues.
  
• Follow an established set of processes while handling support requests.
  
• Report any issue that may significantly impact the business.
  
• Follow standard procedures for proper escalation of unresolved issues to appropriate
  internal teams.
  
• Ensure all calls are logged in the ticketing logging system & every activity is updated.
  
• Ensure users and management are notified during downtimes with complete information.
  
• Identify and learn more about the software and hardware used/supported by the
  organization.
  
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
  Prepare accurate and timely reports.
  
• Document knowledge in the form of knowledge base tech notes and articles.