Technical Support Engineer
- Servicemax
- 2 - 5 years
- Noida, Gurugram
- 3 months ago
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Job Description
Our world is transforming, and PTC is leading the way?Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business
Our people make all the difference in our success
Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible
Primary Responsibilities (consist of, but not limited to the following):
Ensure customer success by owning customer issues, advocating on their behalf to meet or exceed expectations
Develop and provides solutions and/or workarounds to resolve difficult/complexed technical issues
Work cross-functionally with peers, developers, product owners, management, and other departments to develop and deliver successful customer solutions
Assist with leading critical customer escalations, when needed
Ensure continuous knowledge transferring and customer self-help; by documenting developed solutions that are aligned with our KCS best practices and standards
Take responsibility for continuous improvement and self-development by participating in training/workshops as required
Manage assigned cases; utilizing Sales Force to monitor, document, and resolve customer issues
Adhere to, Practice, and support ISO 9001 standards and best practices
Provide backline support by collaborating, assisting, and sharing knowledge with local and cross functional teams as needed
Work with peers worldwide to provide first class support for mission-critical customer issues
Provide peer coaching/mentoring and deliver technical training when needed
Core Competencies:
High composure and confident ability to handle enterprise clients, while navigating difficult customer situations
Ability to negotiate, provide alternatives, build consensus, and set proper expectations
Ability to self-manage and work with autonomy
Good decision-making abilities
Strong written & verbal communication
Good Time-Management skills
Experience working with Content Management, Page Layout, and Publishing software
Experience working within Windows Operating Systems (Desktop and Servers)
Experience with Open-Source Technology, such as Apache Web-Server & Tomcat
General understanding of Web-based languages such as XML/XSL/HTML
General understanding of network protocols (FTP, TCP/IP, DNS)
General understanding of cloud platforms such as Azure, AWS, and cloud security protocols
Criteria:
The availability to work outside regular business hours and willingness to support weekend shifts when scheduled
Must have or be able to obtain a Security Level Clearance
Exposure to implementations, customer service/support, consulting, or development in enterprise business applications
Good troubleshooting and diagnostic ability, tuning and/or changing complex applications to optimize the product to perform to customer expectations
Exposure to enterprise application suites (networks, database configuration, server configuration)
Able to develop a coherent plan of action that meets everyones needs to resolve a given situation as quickly as possible
Experience Required:
Ideal candidates will have a bachelors degree in computer science, Information Systems, or Engineering; with 3+ years of work experience in a technical role
Location:
Remote (Candidate must have the ability to work from home)
Life at PTC is about more than working with todays most cutting-edge technologies to transform the physical world
Its about showing up as you are and working alongside some of todays most talented industry leaders to transform the world around you
If you share our passion for problem-solving through innovation, youll likely become just as passionate about the PTC experience as we are
Are you ready to explore your next career move with us
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Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Hardware & Networks
Role Category: IT Network
Role: System Administrator / Engineer
Employement Type: Full time
Contact Details:
Company: ServicemaxLocation(s): Noida, Gurugram
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Keyskills: server xml writing microsoft azure troubleshooting xslt apache tomcat
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Servicemax
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