Automation Anywhere Software Pvt. Limited is hiring for Technical Support Engineer
Candidate must have good hands-on experience working with ticketing tools and SLA governed environment. Escalate issues (when required) to the appropriate channel. Record, track, and document the problem-solving process all the way through to the final resolution. Use logical reasoning to analyze a situation and make use of available debug utilities. Identify and learn old and new software features supported by the organization.
Hands-on experience working with fixes at the product level, including installing and upgrading software. Test fixes and BETA versions of the software to ensure reported problem(s) have been adequately resolved. Ability to establish proper course of action to ensure efficient completion of work within prescribed time limits. Develop FAQ and Knowledge Base articles to aid in problem resolution.
Respond to customer through phone/ email inquiries w.r.t products and perform required technical troubleshooting steps based on customer issue within the scope of support.
Technical Skills -
High proficiency in using computers. Technical troubleshooting/ debugging experience, programming experience, knowledge in database, SQL queries. Advance knowledge of Windows systems, fair understanding of code flow( JAVA, Python, C#), API . Webserver ( IIS / Apache / Tomcat troubleshooting), Oracle/ SQL database. Advanced knowledge of Database, scripting, Excel. Basic knowledge of macros.
Intermediate knowledge on Networking/ Networking tools (Fiddler , Wireshark) , Windows Server 2012 onwards, Client-Server Architecture. Basic knowledge on Cluster and Active Directory. In-depth Knowledge about browsers (MS Internet Explorer and equivalent). Usage of MS Office suite (MS Outlook, MS Word and MS Excel) & Open office suite.
Roles and Responsibility -
Take ownership of the Support Tickets and customer communication to be done by L2 Take ownership of the Support Tickets and customer communication to be done by L2 L2 owns the responsibilities all the client communication for swarmed tickets.
Team will work with required L3 engineer and ensure the logical conclusion of the ticket when they are unable to solve the ticket within the stipulated time Work with Escalation Engineer over Escalated tickets Issue understanding and Impact analysis during problem identification - Severity validation Identify affected components Search KBs, Support tickets, Documents for relevant solutions for the reported issue. Replicate it locally [share the env. details in the internal tab of the ticket].
Job Location
Bangalore
Work Experience
3 - 6 Year/s
Educational Qualification
B.Sc, BCA/BCS, B.E./B.Tech
Required Skill Set
Debugging Tools, Shell Scripting, Automation test tools, Performance test tools
About Us
At Automation Anywhere, we believe that people who have time to create, think, and discover build great companies. Thats why weve dedicated the last decade to driving the adoption of robotic process automation technology in leading Financial Services, BPO, Healthcare, Technology, and Insurance companiesto name a fewacross more than 90 countries. Our intelligent process robots transform the way businesses operate, delivering complex business and IT work across a range of processes including procure-to-pay, quote-to-cash, HR administration, claims processing, and thousands of other front and back office processes.
