Technincal Engineer Jobs in Gurgaon - Falcon Smart Technologies

Here is the JD for the Support Engineer. 

Expected Experience: Minimum 6months of providing L1 Technical Support.

Job Description:

Key Skills:

• Written skill
  
• Listening skill
  
• Verbal communication skill
  
• Handling customer L1 calls
  
• Providing resolution for tickets raised within SLA.
  
• Willing to work in extended Night shift
  
• Help in QA cycle while in day shift. (manual testing)
  
• Providing technical support to different clients.
  
• Help in upgrading the software
  
• Knowing the product end to end
  
• Regular update of knowledgebase/FAQ in the system
  
• Basic RF knowledge for 2G, 3G, LTE, VoLTE, SIP, SmallCell, DAS
  
• Give training to customers on different modules of the product
  
• Raising of product bugs and tracking till closure            
  

• Learn the product while doing testing.
  
• Managing both Major and Critical-severity incidents across the entire incident life-cycle in accordance with availability, resolution and restoration SLAs
  
• Real Time & continuous follow-up with global support teams for Critical incident resolution. Manage and coordinate activities during overall ticket life cycle
  
• Ensure Incident handling as per Incident Management Processes and Incidents are managed and resolved within SLA
  
• Lead troubleshooting coordination on incidents to drive issues to fastest possible resolution and ensure internal escalation process and customer escalation processes are followed
  
• Monitor existing tickets and escalate to management if in risk of missing the SLA
  
• Share Critical & Major Incident Report to all the stakeholders of the Project
  
• Service Alarms, Ticket Management, Emergency/Outage Handling for Falcon Smart Projects
  
• Providing end to end resolution and RCA for all Major and Critical issues