Blancco Hiring for L3 – Customer Support at Pune, Maharashtra Full Time

Job Description for L3 – 24×7 Technical Support Team
Responsibilities: –

• Taking ownership of customer issues reported and seeing problems through to resolution
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers), Dev Case creation & Dev Cases Follow up with customers and Dev team
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their products are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships with clients
• Guide team on which issues needs to go for case escalation and dev team.

Requirements: –

• Proven work experience as a Technical Support Engineer
• Hands-on experience with Windows/Linux/Mac OS environments
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software (eg. JIRA)
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
• Production issue resolution and troubleshooting; Helping/Guiding L1’s on product related issues
• Root cause analysis
• Reporting
• Testing new versions of the products and new features
• In such a dynamic environment, great communication is essential. You will be a particularly good fit if you enjoy teaching others (speaking or creating content) and are always exploring the potential of new ways of working more efficiently for our customer.

Qualifications and Skills: –

• Bachelor’s Degree in engineering in Computers, Electronics, IT, Telecommunication etc.
• A good understanding and hands on experience with Linux and Network administration (Certifications preferred)
• Experience in Shell Scripting and database queries
• Programming experience on any programming language For Example: Php, Python etc.
• Development & support experience
• Proficient in SQL & Database Administration
• Comfortable with troubleshooting web application in Linux environment
• Familiar with Relational database (Postgres)
• Technical support or development experience for high traffic web/cloud based systems
• Excellent written and oral communication
• Sound knowledge in frontend technologies (HTML/CSS/Javascript)
• API’s: Experience developing/integrating REST API
• Experience working with applications deployed on AWS infrastructures
• ITIL Incident and Change management demonstrated practise is highly regarded
• Well organized with the ability to multi task
• Build and maintains a positive, collaborative relationship across all disciplines, while ensuring that key business drivers are addressed.

• Location

Pune, Maharashtra

• Department

Support

• Employment Type

Full-Time

• Minimum Experience

Experienced

Job Type: Full-time