Software Support Engineer L3 - Hyderabad
- NCR Corporation
- 3 - 5 years
- Hyderabad
- 2 months ago
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Job Description
- Manage caseload (full escalations and requests for assistance)
- Diagnose and solve technical issues at 3rd level and where needed, escalate to internal development teams or external vendors as required
- Provide technical assistance and remote troubleshooting support as part of a global 24/7 support organization including availability to perform on-call (after hours) shifts
- Detect, investigate, recreate and raise defects. Track defects through internal systems and turn around fixes for Production issues, set up an environment to reproduce issues and test potential workarounds, and develop ad-hoc solutions (e.g. scripts) to address issues as workarounds
- Mentor L1 and L2 Support Technicians, Write and review technical documents (Knowledge, Support Plans, Technical Advisory Bulletins) for internal and public use, Leverage opportunities for continuing education
- Work closely with other Systems Analysts, Developers, Testers, and Project Managers to improve customer satisfaction
BASIC QUALIFICATIONS
- A minimum of 3 -5 years in a senior technical support role is required, providing support to the Retail industry (highly desirable)
- Strong technical background in writing SQL queries (Mandatory) and development (.NET, scripting, web services, XML/HTML)
- Solid skills in producing a clear, accurate, and concise problem statement, gathering/analyzing data, and recording high-quality and sufficiently detailed case notes, Solid troubleshooting skills and proficiency in using related tools and technologies
- Exceptional customer service skills (soft skills), Ability to be persuasive/assertive while maintaining a professional demeanor
PREFERRED QUALIFICATIONSSKILLS
- Bachelors Degree in a related discipline preferred
- Experience working in a managed services or outsourced environment
- Previous experience working with retail software systems Point Of Sale(POS) and exposure to middleware Enterprise System Bus(ESB) and System Center Operations Manager (SCOM)
- Previous experience working with Microsoft Technologies: Microsoft SQL, Microsoft Servers Microsoft .NET Framework IIS 7, SCCM, and Virtual servers.
- Scripting: batch, VB, PowerShell.
- ITIL certification or significant background working in an ITIL environment
Job Classification
Industry: IT Services & ConsultingFunctional Area: IT Services & Consulting
Role Category: Software Development
Role: Software Development - Other
Employement Type: Full time
Contact Details:
Company: NCR CorporationLocation(s): Hyderabad
Keyskills: Application support IIS XML Healthcare HTML VB Troubleshooting Middleware Technical support Recruitment
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