Provide remote problem determination and resolution for routine, product-specific, task- oriented questions regarding installation and product usage. • Taking ownership of customer issues reported and seeing problems through to resolution • Research, Diagnose, troubleshoot and identify solutions to product issues • Ask customers targeted questions to quickly understand the root of the problem • Talk clients through a series of actions, either via phone, email until theyve solved a technical issue • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers) • Prioritize and manage several open issues at one time • Document technical knowledge in the form of notes, blogs, articles and manuals
Requirements : • Proven work experience as a Technical Support Engineer in the past can help • Hands-on experience with Windows/Linux • Ability to diagnose and troubleshoot basic technical issues • 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 • Technical knowledge in the following areas is required • Database knowledge. Hands-on experience on Oracle/DB2/Teradata/Netezza/Hadoop will be the value addition • Basics of networking • Understanding of client/server technology • Unix (RHEL OR AIX) • Understanding of WebLogic or WebSphere or Apache Tomcat • Cloud technologies like Amazon EKS/Google Cloud/ Microsoft Azure etc.
Job description
Provide remote problem determination and resolution for routine, product-specific, task-
oriented questions regarding installation and product usage.
• Taking ownership of customer issues reported and seeing problems through to resolution
• Research, Diagnose, troubleshoot and identify solutions to product issues
• Ask customers targeted questions to quickly understand t
he root of the problem
• Talk clients through a series of actions, either via phone, email until theyve solved a
technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Prioritize and manage several open issues at one time
• Document technical knowledge in the form of notes, blogs, articles and manuals
Requirements :
• Proven work experience as a Technical Support Engineer in the past can help
• Hands-on experience with Windows/Linux
• Ability to diagnose and troubleshoot basic technical issues
• 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
• Technical knowledge in the following areas is required
• Database knowledge. Hands-on experience on
Oracle/DB2/Teradata/Netezza/Hadoop will be the value addition
• Basics of networking
• Understanding of client/server technology
• Unix (RHEL OR AIX)
• Understanding of WebLogic or WebSphere or Apache Tomcat
• Cloud technologies like Amazon EKS/Google Cloud/ Microsoft Azure etc.
Role: Head - Tech Support
Industry Type: IT Services & Consulting
Department: IT & Information Security
Employment Type: Full Time, Permanent
Role Category: IT Support
Education
UG: Any Graduate
Key Skills
Skills highlighted with ‘‘ are preferred keyskills
Oracle/Db2/SQL server Unix with Cloud NativeCloud NativeUnica
troubleshootLinuxL2 supportWindowsResearchDiagnose
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About company
HCL Software
Company Info
Address:
SEZ Unit-1,Hub-1,No.6.1,6.2,94.1,2nd floor,3rd Floor and4th floor partial, Karle infra SEZ,100ft Kempapura Main Road,Nagavara,Bengaluru, BANGALORE, Karnataka, India
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