Rocket Software Private Limited is hiring Technical Support Engineer
Job Profile
The Technical Support Engineer assists Rocket customers with complex questions and problems regarding the installation, setup, configuration and functionality of Rocket Software products. The Engineer will troubleshoot reported symptoms to aid in the resolution process either directly for the customer or to help guide the development team in providing permanent solutions. The Engineer will work as part of a team with minimal direction.
Candidate should have 2 to 5+ years of experience in technical support Broad knowledge of computer technology Bachelor of Science Degree preferred Available for some after hours, weekend and holiday work
Roles and Responsibilities-
Able to assess customer needs and set expectations Verify the accuracy of business impact statement as provided by the customer Independently perform problem verification by confirming a customers environment, error messages, and symptoms of a problem Able to troubleshoot and solve urgent, complex, and critical problems Routine use of testing tools for troubleshooting Research complex cases for resolution using knowledge bases, documentation etc. Develop reproducible cases, when necessary Prepare, recommend and implement solutions
Point of escalation in the preparation, recommendation, and implementation of solutions for junior team members Write collateral at an appropriate level Mastery of creating case tracking details for use by team members for similar/future problem resolution Assist other Support Engineers at different levels Accountable for team and individual result Participate in internal projects and other work as directed Ongoing self-directed learning to expand expertise of Rocket Software products Regularly contribute to training content Train other support engineers Collaborate with Product Development Managers May perform as lead on projects Mentor other support engineers; contributes to training
Work Experience
2 - 6 Year/s
Job Location
Pune, Chennai
Qualification
B.Sc, BCA/BCS, B.E./B.Tech
Skill Set
Technical Support, Product Support, Customer Support, Windows Server, Application Support, Active Directory
Company Profile
Rocket Software empowers organizations to create legendary impact in the world through innovation in legacy technologies. With deep expertise in IBM Z, IBM Power, and database and connectivity solutions, Rocket solutions power tens of thousands of global businesses, solving real problems and making real-world impact. With more than 70% of the world s IT workload running on legacy platforms, Rocket helps companies and public-sector organizations innovate using the technology and data they already have, so they can always be ready for what comes next. Rocket customers include 44 of the Fortune 50, representing industries including Banking and Finance, Healthcare, Manufacturing, Transportation and Logistics, Retail and Insurance. A Bain Capital portfolio company, Rocket is headquartered in the Boston area with centers of excellence strategically located throughout North America, Europe, Asia, and Australia.
