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Engaged Employer

Replicon

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3.7

based on 140 Reviews

Video summary

62 Replicon Jobs

Sr Help Desk Engineer

Replicon Software (India) Pvt Ltd

3.7

based on 140 Reviews

2-4 years

Kolkata, Mumbai, New Delhi + 4 more

1 vacancy

Sr Help Desk Engineer

Replicon

posted 13d ago

Job Role Insights

Flexible timing

Key skills for the job

Manual Testing DevOps SQL Product Management Helpdesk Bigquery

+ 2 more

Job Description

The Help Desk Engineer works closely with the Customer Care, Product Managers and engineering teams and provides extra administration and troubleshooting assistance for cases that cannot be resolved by Customer Care. The HDE works in the Sustaining Engineering area supporting the full suite of Deltek s Vision/Vantagepoint products.

Liaison between CC and Engineering/Product Management
Test software issues/defects to make sure they are valid defects.
Investigate, develop/come up with a workaround to assist clients who are not able to use the application feature
Analyze data issue and provide fix scripts using SQL management studio/Query Analyzer
Use TFS for defect management and RNT/MS Teams for customer issue management
Escalate issues requiring Engineering or Product Managers assistance
Create defects using Azure DevOps/TFS and link information to CC cases
Support communication between Eng, PDM and CC, following up on requests for further information from either Eng or CC about specific escalated cases or defects.
Review cases submitted to Help Desk by CC to determine if existing defects exist; create new defects where not existing
Gather defect fix requests submitted by CC, ensuring requests meet guidelines
Track status of defects and follow up with Engineering.