Job Requirements The achievers and courageous challenge-crushers we seek, have the following characteristics and skills:
What You will Do:- Responsible for efficiently handling and resolving technical issues which have been passed on by L2.
- Ensure timely and effective action as per decided work flow basis priority and severity for each ticket.
- Should ensure maximum issues are resolved without L4/R&D involvement.
- Should ensure adherence to committed SLA's for each reported issue.
- Should follow ticketing SOP's and ensure tickets are being generated for R&D with all relevant technical details captured for every issue.
- Should follow internal escalation matrix basis severity and resolution time.
- Should ensure all relevant site-specific technical documentation as well documentation regarding new product lines/or features are accurately captured from R&D and shared with Client Service team.
- Should support CSM's in developing 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 framework to predict potential/future failures and ensure requisite preventive measures are taken
What You will bring:- B.Tech graduate with 6 months - 2 Years of experience in a 24*7 Software Support role.
- Experience with Linux/Unix
- Experience with SQL
- Experience/Strong knowledge of -Java, Python,Shell
- Willing to work in rotational shifts.
- 24x7 may not be required but since engineers are deployed at site, we can expect engineers to do Overtime
Pay Range: $60 to $67 / Hour
Compensation decisions are made based on factors including experience, skills, education, and other job-related factors, in accordance with our internal pay structure.
Work Requirements: This role is considered an on-site position located in Los Angeles, California
• You must be able to commute to and from the location with your own transportation arrangements to meet the required working hours.
