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.

The primary objective of the role is to provide the first-time resolution to incident tickets. This will be achieved by working, troubleshooting, diagnosing and resolving requests at the first point of contact and/or by escalating to one of our 2nd line specialist teams to investigate and resolve. Throughout this process, the engineer will remain the single point of contact for the customer, maintaining ownership of the original request and acting as the main point of contact between the customer & smartShift. The engineer is responsible for providing timely updates and ensuring the customer requests are given the correct level of priority and attention.

This is a challenging position, which calls for excellent customer service skills, the ability to articulate solutions clearly to the end users. The engineer must possess a high degree of technical knowledge across a broad range of technologies & products including; Hosting (Linux and Windows), Network and Cloud technologies

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 on any virtualization environment
  • Exposure to Public/Private Clouds
  • Knowledge on 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