Application Support Engineer - System/Networking (2-6 yrs) (ABC)

Location: Andheri, Mumbai

Qualifications: Bachelor's degree in Computer Science, Information Systems, Engineering. Additional training, technical certification, and/or years- experience may be substituted in lieu of a degree.

Experience Required: 2 - 5 Yrs

Job Description:

- The Application Support Engineer will respond to faults and, Incidents on the front line, analysing and troubleshooting problems, working with a variety, of monitoring tools, and communicating with partner.

- Boku Application Support is a 24/7 365 days operation that works in shifts and provides laptops with work-from-home opportunities.

Responsibilities:

- Reporting to the team leader, this is a hands on role working with highly skilled group of Fellow operations engineers and other technical staff.

- To accomplish their primary goal of monitoring and troubleshooting computer and Telecommunication networks and systems, Application Support Engineers perform many Tasks.

- On-call engineer will act as a first point of contact for any technical issues failures and will be Working in shifts as a part of 24x7 support team.

- While responding to incidents, the Application Support Engineer must carefully track and Document all issues and resolutions in detail.

- When problems are too large or complex for quick troubleshooting, Application Support Engineers must escalate the issue to management, other IT resources or merchants for Assistance in reaching a resolution.

- A strong and enthusiastic commitment to resolving customer problems in a high quality and Timely manner.

- Collaborate with internal and external engineering teams to provide a high level of service And support on production systems.

- Application Support Engineers maintain ongoing communication within the team and Externally, to keep all stakeholders aware of relevant, known issues and the steps being Taken.

- Resolve customer problems via email and telephone.

- Research customer issues in a timely manner and follow up directly with the customer.

- Escalate cases to the engineering team when the problem is beyond the scope of technical Support or falls out of the support team's expertise.

- Maintain control and management of the overall resolution for any escalated case, even When cross-functional groups are involved.

- Create knowledge base content to capture new learning for re-use throughout the company And user base.

- Participate in technical communications within the team to share best practices and learn About new technologies and other ecosystem applications

- Leverage internal technical expertise, including development engineers, knowledge base, And other internal tools to provide the most effective solutions to customer issues.

- Flexibility to work remotely.

Key Skills:

- Strong analytical thinkers who enjoy solving problems.

- Good written and verbal communication skills.

- A strong aptitude for learning new technologies and understanding how to utilize them in a Customer facing environment.

- Excellent interpersonal skills with the ability to be calm during stressful situations under all Circumstances.

- Knowledge of MYSQL and Service-oriented architecture frameworks.

- Knowledge of HTTP protocol, SSH, Telnet, DNS.

- Linux/unix fundamental: Bash scripts skills.

- Monitoring skills and systems like Zabbix, Nagios.

- Excellent time management and organizational skills, and ability to handle multiple Concurrent tasks with minimal supervision.

- Understanding of Statistics skills will be an advantage.

- High energy, high integrity with customers/carriers

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