L1 Support Engineer @ Sourcefuse

Job Description

Work Experience: 4+ years
Industry: IT Services
Job Type: FULL TIME
Location: Noida, India

We are currently seeking Managed Services L1 App Support Engineer/Senior Engineer for IoT projects in the Smart Products & IoT Strategic Innovation Centre in India team. This role is responsible for supporting Mobile Application support for IoT projects.

Duties & Responsibilities:

• Respond to the customer on App/Play Stores or on the email received via In-App feedback feature.
• Try to either provide resolution or guide it to appropriate team ASAP.
• Mobile Application Support.
• Identify, categorize, prioritize, route, track, and close the issues identified/received from.

Inbuilt review feature in Mobile App.

• Timely respond to customer reviews on both App & Play stores.
• Make sure the customer query/issue is resolved to the highest satisfaction level.
• Get on a bridge/conference call with L1 & customer in case of critical issues.
• Support Marketing team in all new initiatives to enhance customer delight.
• Suggest and implement new tools for automating some of these tasks to enhance productivity.
• To identify, troubleshoot and solve incidents within SLA timelines.
• Log Analysis of the issues reported.
• Update tickets recent status and progress on ticketing tool.
• Raise a bug for issue in application functionality where a code fix might be needed.
• Triaging of

Mobile App issues on both Play Store & App Store.

Web App issues.

Platform(AWS) issues, in case required.

Service Mgmt. Reporting. Status Tracking & Reporting. Continuous Service Improvement. Process Management & Improvement. Qualifications and Experience:

• Bachelor s degree in Electrical Engineering, Software Engineering, Computer Science, Computer Engineering, or related Engineering discipline.
• 4+ years of experience in L2 of managed services / application(mobile & web) support.
• 2+ years of experience in the Mobile App Support.
• Good hands-on experience in Customer Centric support.
• Ability to differentiate between application & platform issues and proven track record of taking them to closure.

Basic understanding of IoT products & services.

Mobile App Support tools like AppBot, AppFollow etc.

AWS platform or certified in AWS(Solution Architect/SysOps).

Lambda, API Gateways, Kinesis, ElasticSearch, ElasticCache, Dynamo DB, Athena, AWS IoT.

NoSQL Database(Dynamo DB preferred).

Trouble ticketing tools(Jira Software & Jira Service Desk preferred).

Hands on experience on New Relic and AWS Cloudwatch tools.

Prior experience in operation support for IoT projects (50, 000+ live devices) will be an added advantage.

L3 Support experience in addition to L2.

Skills and Abilities Required:

• Highly customer-focused and always eager to find a way to enhance customer experience.
• Excellent troubleshooting & analytical skills.
• Excellent verbal & written communication skills.
• Willingness to work in a 24X7 shifts environment.
• Self-driven & committed to high standards of performance and demonstrate personal ownership for getting the job done.
• Able to pinpoint business needs and deliver innovative solutions.
• Can-do positive attitude, always looking to accelerate development.
• Innovative and entrepreneurial attitude; stays up to speed on all the latest technologies and industry trends; healthy curiosity to evaluate, understand and utilize new technologies.

Job Classification

Industry: IT Services & Consulting
Functional Area / Department: IT & Information Security
Role Category: IT Support
Role: IT Support - Other
Employement Type: Full time

Contact Details:

Company: Sourcefuse
Location(s): Noida, Gurugram

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Keyskills:   IT services Analytical skills Application support Managed services Linux dynamo db JIRA AWS Process management