Technical Specialist

Overview

Remote Technical Support Engineer (L3) providing professional remote technical support to clients by identifying and resolving technical incidents and problems, restoring service and meeting SLA conditions.

What you'll do

• Maintains the support process and ensures that requests for support are handled according to the procedures.
• Identifies and resolves problems following agreed procedures.
• Carries out agreed maintenance tasks.
• Ensures usage of knowledge articles in incident diagnosis and resolution and assists with updating them as and when required.
• Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information.
• Analyzes service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions.
• Prioritizes and diagnoses incidents according to agreed procedures.
• Investigates causes of incidents and seeks resolution.
• Escalates unresolved incidents and follows up until incident is resolved.
• Provides service recovery following resolution of incidents.
• Documents and closes resolved incidents according to agreed procedures.
• Maintains secure, accurate, complete, and current configuration on configuration items (CIs).
• Applies tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorized change, diversion, and inappropriate use.
• Remotely investigates and identifies root cause of incidents and assists with the implementation of agreed remedies and preventative measures.
• Maintains knowledge of specific specialisms and provides detailed advice regarding their application.
• Ensures efficient and comprehensive resolution of incidents, including coordinating product requests and working with other team members so repairs are carried out.
• Provides continuous feedback to clients and affected parties and updates all systems, portals and ticketing tools as prescribed by standard operating procedures.
• Cooperates with all stakeholders including client IT environments, vendors, carriers and colleagues to expedite diagnosis of errors and problems and identify a resolution.
• Creates knowledge articles in incident diagnosis/resolution and assists with updating them as and when required.
• Upgrades skills and enhances knowledge on latest products and technologies and completes required certification.

What you'll need

• Working knowledge of technical documentation.
• Knowledge of management agent concepts, redundancy concepts and remote console architecture within the supported technical domain.
• Knowledge of vendor technologies, such as Cisco, Juniper, Aruba, RiverBed etc.
• Customer service oriented and proactive thinker.
• Problem solver who is highly driven and self-organized.
• Great attention to detail.
• Good analytical and logical thinking.
• Excellent spoken and written communication skills.
• Team player with the ability to work well with others and in groups with colleagues and stakeholders.
• Bachelor's degree or equivalent in Information Technology or Computing or related field.
• Professional level certification in networking technologies such as (but not limited to) Cisco, Juniper, Aruba, F5, CCNP, JNCIS, ACMP etc.
• Cisco DevNet certification.
• Seasoned experience in networking technologies such as routing, switching, wireless, SDI distribution, core and access layers.
• Seasoned experience in technical support to clients.
• Seasoned experience in diagnosis and troubleshooting.
• Seasoned experience providing remote support in networking technologies.
• Seasoned experience in relevant technology.

Details

• Location: Bangalore, India.
• Workplace type: Hybrid.