Technical Support Engineer (m/f/x)

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