Hiring 3rd Line Support Engineer for Cloud based IT Company

1) Principal Purpose – To ensure the quality support provided to all the Company Colleague/Customers.

2) Duties 

(A) To help with any Support requests logged with Application Support Team for the range of applications.

(B) Coordination with Development Team and Customer/User throughout the support lifecycle for logged cases. (Requirement gathering/ documentation/ communication with customer/development etc)

(C) Manage the Application Support Team to ensure their availability/ Support request are being handled in timely manner/ Work allotment with team etc.

(D) Create and Manage support knowledge base documentation.

(E) To manage and support L2 and L3 support activities with Team.

(F) To provide training to team for any new module/application/task

3) Job skills

• Experience in Support operation and Team management.
• Experience in incident management, problem management, change management and release management.
• Perform in-depth analysis of incidents to determine root causes and solutions
• Expertise in Documentation management for incidents/Projects
• Effectively work with other IT teams like application Service Desk, development and QA to investigate, test and develop solutions and workarounds to resolve client issues/requests
• Identify high priority incidents and escalate to management
• Experience working with business users at client site
• Excellent communication, persuasion and negotiation skills
• Good team player
• Working knowledge of, Manage Engine ticketing portal, SQL Databases & basic network configuration
• Working Knowledge of IT Hardware and Software
• Ability to learn and master in house software

• Fandom networking communication tool.
• Fortinet network and firewall alert monitoring etc.
• Nutanix Server Management platform. Active Directory advance knowledge

(Working Hours/Timing: 1:30 pm to 10:30 pm 6 months and 2:30 pm to 11:30 pm 6 months due to daylight UK timing)