Engineer - Software Support
- GreyOrange
- 1 - 3 years
- Noida, Gurugram
- 1 month ago
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Job Description
GreyOrange seeks a talented and motivated TSE to support external customers for warehouse automation industry products. He will provide level 3 support for allocated product lines per decided SOPs.
You are also responsible for sharing knowledge within the client service team and relevant feedback with R&D. Responsibilities: * Responsible for efficiently handling and resolving technical issues passed on by L2.
* Ensure timely and effective action as per decided workflow basis priority and severity for each ticket.
*Should ensure maximum issues are resolved without L4/R&D involvement.
*Should ensure adherence to committed SLAs for each reported issue.
*Should follow ticketing SOPs and ensure tickets are generated for R&D with all relevant technical details captured for every issue.
*Should follow internal escalation matrix based on severity and resolution time.
*Should ensure all relevant site-specific technical documentation and documentation regarding new product lines and/or features are accurately captured from R&D and shared with the Client Service team.
*Should support CSMs in developing an eminently capable and technically competent team of assistant client service managers and service engineers.
*Responsible for creating and monitoring software and hardware component-wise reliability metrics for each installation.
*Should develop a framework to predict potential/future failures and ensure requisite preventive measures are taken Required :
*Engineering graduate with at least 6 months of experience in a 24*7 Software Support role.
*Experience with Linux/Unix
*Experience with SQL
*Experience with scripting - Python/Shell/JS.
*Must have strong communication skills.
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: GreyOrangeLocation(s): Noida, Gurugram
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Keyskills: python tse engineering matrix javascript sql scripting technical support automation service engineering java ticketing strong communication skills linux software support shell scripting technical documentation unix slas communication skills
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