Technical Support Engineer
- Aveva
- 3 - 5 years
- Hyderabad
- 26 days ago
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Job Description
Job Purpose
We are seeking a highly motivated Technical Support Engineer to join our 24x7 Cloud Platform Support team. This role is critical in delivering exceptional customer experience by providing timely and effective technical assistance. You will be responsible for resolving customer queries, troubleshooting technical issues, and ensuring smooth operation of AVEVAs cloud-based solutions. Additionally, you will monitor system alerts, analyse incidents, and escalate, when necessary, all while adhering to defined SLAs and industry best practices.
Key Responsibilities
- Serve as the first point of contact for technical support requests from global customers via phone, email, and ticketing systems.
- Provide strong technical expertise in Cloud Applications, Licensing, Networking, and Hosting technologies.
- Monitor and respond to automated alerts, performing corrective actions or escalating as per defined procedures.
- Manage support queues, ensuring timely resolution and proactive communication with customers.
- Collaborate with regional teams for effective escalation and resolution of product-related issues.
- Work closely with fulfillment teams to address licensing concerns and updates.
- Partner with development teams on upcoming releases to ensure seamless implementation.
- Deliver support aligned with industry best practices.
- Document operational procedures and create knowledge base articles for continuous improvement.
- Contribute to process optimization and service excellence initiatives.
Functional Competencies
- Proven experience in a technical support environment, preferably in a global setting.
- Strong troubleshooting skills for network, OS, and server-related issues.
- Excellent communication skills (written and verbal) with the ability to manage conflict constructively.
- Familiarity with alert monitoring tools (e.g., Sentinel) and issue tracking systems (preferably Service Cloud).
- Ability to handle customer calls and interactions professionally across time zones.
- Knowledge of IT service management practices and frameworks.
- Good understanding of Cloud technologies (AWS, Azure) and disaster recovery concepts.
- Strong organizational and time management skills with the ability to multitask under minimal supervision.
- Positive, proactive attitude with a commitment to continuous improvement.
Education
- BE / B.Tech or equivalent in Computer Science, Information Technology, or related field.
Key Working Relationships
- AVEVA Support teams (local and global)
- Regional management and service delivery managers
- Customers technical representatives
- Product development, testing, and implementation teams
Knowledge, Skills Experience Required
- Hands-on experience with Cloud-based applications and related technologies.
- Broad knowledge of IT client support including Operating Systems, TCP/IP, DNS, and web-based technologies.
- Strong understanding of PC configuration, VPN, and Firewall.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Hardware & NetworksRole Category: IT NetworkRole: System Administrator / EngineerEmployement Type: Full timeContact Details:
Company: AvevaLocation(s): Hyderabad
Keyskills: technical support insurance dns operating systems service cloud it service management cloud technologies cloud platform ticketing service delivery firewall software solutions aws azure
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