Associate System Engineer

Job Description: 

smartShift Technologies is looking for a Cloud Managed Services – Associate System Engineer to join our Bangalore team.

The engineer will act as the first point of contact for customers to report any issues relating to their 24/7 environment.

Responsibilities

  • Triage incoming requests/alerts in a professional, courteous manner over the phone, email, and ticketing system
  • Take ownership of tickets and manage them in a logical & methodical manner
  • Log incidents/requests accurately, categorize and prioritize them in line with team procedures
  • Conduct full & thorough diagnostics with end users to enable the first point of contact fault resolution
  • Ensure all issues are resolved within defined SLA’s – escalate as necessary
  • Manage tickets through their entire lifecycle from the first point of contact through to resolution, proactively communicate with the customer
  • Identify and escalate repeat issues or service risks to 2nd level specialists
  • Maintain & upgrade skills by proactively seeking learning opportunities
  • Adhere to the shift roster maintained by the team manager – weeknights and weekend rotational shifts
  • Share learnings and knowledge with colleagues

Skills & Experience

  • Experience, working on Linux & Windows based platforms
  • Experience, working in any virtualization environment
  • Exposure to Public/Private Clouds
  • Knowledge of web technologies (i.e. Tomcat, Apache)
  • A keen interest in networking & WAN technology
  • Strong written & verbal communication skills; should be able to handle US clients
  • Proven hands-on experience providing helpdesk support
  • Possess customer-centric mentality while troubleshooting issues
  • Highly organized & able to work with minimal supervision
  • Flexible & willing to work outside core business hours as required
  • Experience working with any ticketing & monitoring tool is a plus
  • Knowledge/Training on Fusion middleware products is plus
  • ITIL process knowledge is a plus

Qualification

  • Any Engineering degree or else a BCA/MCA
  • 1-2 years of experience in Linux Administration
Region: 
Bengaluru, India