Technical Support Analyst L2 Job in Netradyne

Technical Support Analyst L2

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Job Summary

ROLE AND RESPONSIBILITIES

  • Responsible for monitoring the health of the portal as well as IoT devices.
  • Provide support and respond to Product-specific escalations.
  • Assist Netradyne team with Customer Complaint Management and Resolution.
  • Participate in 24 7 off-hours / weekend support rotation as needed.
  • Provide customers with timely and regular feedback on customer reported issues in a courteous and professional manner.
  • Manage customer configuration and other detail necessary to provide timely support.
  • Identify and develop knowledge base articles derived from troubleshooting efforts.
  • Identify product problem areas and provide detailed documentation of the issue.
  • Assist with troubleshooting documentation to better facilitate Level1 support.
  • Provide support to remote software upgrades on the customer s hardware.
  • Assist in identifying tools and solutions to better troubleshoot technical problems.
  • Understand all aspects of the product, and proactively debug production issues.
  • Additional tasks as needed aimed at promoting comprehensive customer support.

Essential Skills

  • Minimum of 2 years in Production Server Management experience; troubleshooting, performance, etc.
  • Very good knowledge on Unix and Shell scripting.
  • Experience with any DBMS systems i.e. Postgres / Oracle / Mongo DB.
  • Familiarization with Help Desk and ticketing systems.
  • Familiarization with escalation matrix.
  • Excellent communication skills (Written and verbal).
  • Ability to work effectively in a team environment.
  • Motivated and natural curiosity in solving problems.
  • Strong Ownership

Qualifications And Education Requirements

BE/ BTECH in a related field

Experience Required :

3 to 5 Years

Vacancy :

2 - 4 Hires

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