Sr. Technical Support Engineer

• Provide a solid technical understanding of Networking and Hosting technologies and solutions. Provide on-going customer and operational support to ensure stable, secure running of AVEVA Cloud operational and support services, as defined by service measures.
• Point of contact for requests and support incidents for external and internal customers. Perform service health/capacity checks. Respond to automated alerts by defined action either technical response, further checks or escalation via document.
• Monitor emails & Helpdesk queues for incoming support requests, respond and act accordingly. Monitor site related alerts, analyse and solve or escalate as needed using alert monitoring software Work with development teams on upcoming releases and changes to ensure smooth planning and implementation.
• Deliver support and service solutions to customers in line with ITIL and/or industry best practice Ensure operational procedures and practices are well defined, documented and consistently applied

Functional Competencies

• Experience working in a help desk support environment Strong communication skills (writing and verbal) and ability to address conflict with others constructively Troubleshoot, isolate, and diagnose common network, OS and server alerts, events and issues.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles. Experience with alert monitoring tools like Sentinel Ability to answer customer calls globally over phone (CCE touch point) and work on customer interactions
• Understanding of customer service practices Knowledge of issue tracking systems (Preferably service cloud) Coordinate with other ITIL processes and functions such as Problem, Change Management, Service Desk and Second Level support teams. Understanding of common information architecture frameworks Excellent time management and organizational skills, and ability to handle multiple concurrent tasks and projects with minimal supervision
• Experience with Disaster Recovery plans and related technologies Ability to work a flexible schedule. Experience managing, supporting network infrastructures Good to have knowledge on Cloud technologies (AWS and AZURE) Support and contribute to continual improvement by reviewing and improving support processes Follow company policies, procedures, and best practice guidelines Proactive and positive attitude
• Educational level: BE or B-Tech or equivalentImportant Working Relationships All levels of AVEVA Support Organisation (within Hyderabad and worldwide) Local teams and management Relevant customer Service Delivery Managers Customers local support representatives Product Development, testing and implementation teams as required

Knowledge, Skills & Experience Required

• A broad knowledge of IT client support (Operating Systems, TCP/IP, DNS, web-based)
• Good knowledge PC configuration and software Knowledge on Cloud technology and Cloud based applications AVEVA Products (AIM, AVEVA NET)