Tetrawiis Technologies Private Limited
Bangalore
250,000 - 300,000
2 Years
Bachelor of Engineering / Bachelor of Technology /
About the company
Tetrawiis Technologies is a leading System Integration & Technology Solution providing company Established in 2018 and headquartered at Bangalore. We specialize in Hyper-Converged Infrastructure (HCI), Data Center Solutions, Cloud Solution, Virtualizations, Back-up & Recovery, Net-Working and Security along with various IT/Software products to offer.
We are looking for support engineers who can support our customers on the infrastructure and solutions we have deployed at your customer place. Primarily, the engineer should be able to take L1 support calls and determine the level of issue/incident to resolve it or pass it on to appropriate level so that the resolution is given to the customer on timely manner.
Success of a technical engineer lies in the minimizing the overall response time of the company to address the support calls. Candidate must be able to patiently listen to customer issues and address them with full diligence.
Job Description
Help resolve software and technical questions for the customer efficiently and effectively
Gather the required information necessary in order to best handle customer software and technical inquiries
Manage customer expectations regarding estimated response times for issue resolution.
Resolving the issues through Phone, chat and email communication channels.
Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations.
Extensively research and document customer technical issues.
Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate.
Partner with Technical Support team members on various strategic projects when needed
Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
Run monitoring reports for usage, performance, and/or availability.
Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.
Must have strong knowledge on server hardware, networking enterprise storage, backup, technologies (such as Acronis, Veeam, Data Protector, Commvault, Veritas etc.
Strong knowledge on servers and customer OS.
Knowledge on networking equipment.
Candidate should visit customer site as and when there is requirement.
Should comply with the different customer SLAs and make sure that the company is not at default at any time during his job role.
Handle customer queries all the time sometime beyond specified time of SLAs.
Must have strong knowledge on various hardware components and software integration which can be handy while solving the customers’ issues.
Requirements and Qualifications
Bachelor’s degree in computer science, information technology, or related field
Minimum of 2+ years’ experience in the Information Technology field and must have support experience.
Ability to work in a high-pressure, deadline-driven environment
Exceptional communication and reporting skills while delivering support calls.
Good team-player skills and ability to learn and acquire new skills.
Added Advantage
Support related certificates.
Recommendation or accolades from the previous
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