Technical Support Engineer (m/f/x)

Location: Mumbai
Business Unit: Telecommunication Solutions

Your tasks

  • To be the main contact for the customers for all technical issues
  • Maintain, monitor, and provide technical support on installed systems
  • Handle support calls and emails from customers. Provide solutions as per the SLA
  • Multitask and handle various support tasks based on priority
  • Perform system maintenance and upgrade activities as required
  • Proactively analyze and report the health and status of the system to various internal departments
  • Assisting the internal Service departments as required
  • Prepare and maintain complete technical documentation of the systems
  • Ready to work in shifts on rotation basis to maintain 24*7 support function
  • Willing to work extra hours when required
  • Handling all the communication related to the assigned customer accounts
  • Responsible for handling Level 1 and Level 2 analysis and trouble shooting
  • Performing regular health-checks
  • Analyze and resolve tickets and Responsible for handling product queries
  • Regular follow-up with customer
  • Be prime interface to the customer and hold review meetings with the customer on a timely basis
  • Monitoring of Celltick Platforms and adhering to all the necessary policies and SLAs defined by all the stakeholders
  • Reporting issue to the concerned in a timely manner
  • Alarm handling and alert to the concerned with understanding of the impact due to the issue
  • Report and prepare case with L1, L2 analysis for further Level 3 analysis and sharing the trouble shooting trends with the respective teams
  • Follow the guidelines provided by L3 support resources
  • On Call 24*7 to the internal/external teams for all queries to be answered
  • Performing regular health-checks of systems and delivering regular reports
  • Assistance and coordinate Remote Access Connectivity to ascertain remote access to the Celltick Platforms
  • Assist to analyse and properly escalate the trouble ticket in accordance with the Celltick/Customer support process
  • Diagnose issues such that L3 can quickly provide a corrective solution/workaround
  • Ensure appropriate inclusion of L3 expectations within investigation reports
  • Act as a primary interface to the L3 support
  • Participate and assistance following procedures and techniques to support the Celltick platform/Service more effectively
  • Provide platform/service feedbacks to L3
  • Follow up for RCA for the resolved ticket in a timely manner
  • Review MOP (Step by Step) document for schedule upgrades

Your profile

  • Bachelor’s degree in IT/CS or equivalent
  • 1 to 2 years of work experience in O&M. basic shell scripts, SQL queries, vi editor and Networking basics
  • At least experience with any flavor of Linux / Unix based platforms
  • Database basic knowledge (preferred PostgreSQL, MySQL)
  • Self-learner
  • Team player
  • Excellent spoken and written English

We offer

  • A true global presence: in Europe, Americas, and Asia
  • A leader in one of the hottest markets: Cybersecurity
  • Growing at fast pace, gaining market share over our competitors
  • An open and friendly corporate culture characterized by a constructive and cooperative relationship
  • Utimaco benefit package
  • The professional and personal support through targeted further education opportunities

Do you feel addressed?

Then we look forward to receiving a meaningful application stating the earliest possible starting date and your salary expectations.
Apply now

How can we help you?

Talk to one of our specialists and find out how Utimaco can support you today.