Support Engineer

Job Description

Core role responsibilities:
To understand customer needs and business objectives
To manage an incident while adhering to SLAs throughout its life cycle.
To work within well-defined system support guidelines.
Investigating, diagnosing, troubleshooting, and identifying solutions to platform issues.
To prioritize and respond to incident alerts and support calls. Determine and coordinate with teams that are critical to the event resolution.
To reproduce faults/cause in house related to system/network problems.
Take the lead in the development and presentation of post-event root cause analysis reports as required.
Execute system configuration changes (change request) as per given access rights and necessary approvals within a stipulated time frame.
To participate in internal technical discussions in view to improve overall network performance and make recommendations wherever possible.
Participate in technical communications within the Technical Support Team to share best practices and learn about new technologies.
collaborate with other Technical Support Engineers on cases to help develop knowledge and skills.
Create knowledge base articles to capture new learnings for reuse throughout the organization
Develop and implement feedback mechanisms for use in preventing future support process break downs.
Works on unusually complex problems and provides solutions which are highly innovative.
Analysis of traffic and tuning of solution for maximum security and value add to Operator
Analysis of reports and logs and presentation of results to customer and/or account manager