Responsibilities

• Monitor the critical applications and proactively notify whenever there is any deviation, to name a few like Kibana, Crashlytics, APM, Cloudwatch, Grafana, etc.
• Should be from a Hardware support background.
• Document technical findings, including wiring diagrams, test reports, and troubleshooting notes.
• Set up and manage network configurations, including LAN, WAN, and Wi-Fi.
• Troubleshoot hardware and network connectivity issues.
• Diagnose software, hardware, networking, and systems failures.
• Open and track tickets through resolution and give summary reports to customers.
• Execute resolutions to problems and follow standard practices.
• Determine, record, and work with the team to revise current procedures to enhance customer satisfaction.
• Develop troubleshooting tips and tools to use in diagnosis.
• Develop best practices and guidelines for technical support.
• Efficient handling of on-ground incidents.
• Review meetings with Internal and External stakeholders (weekly / Monthly).
• Following a defined escalation path when needed.
• Service Improvement Plans for Technology.
• Work with the Incident Resolution Team and respective SDMs / IT SPOCs for faster restoration of services.
• Communicating across organizational boundaries - from engineers through to senior managers.
• Adhering to defined internal and external SLAs.
• Flexible to work in rotational shifts.
  
  

Requirements

• Basic understanding of microcontrollers, sensors, and communication protocols.
• Knowledge of electronic components such as resistors, relays, capacitors, diodes, and transistors.
• Knowledge of using testing equipment like multimeters, and power supplies.
• Ability to think logically.
• Hardware support experience.
• Problem-solving skills.
• Basic knowledge of ITIL framework.
• Basic knowledge of Agile methodology.
• Networking knowledge.
• Basic knowledge of API and IOT.
• Basic knowledge of Atlassian Suite.
• Communication and Stakeholder Management.
• Handson has experience in Kibana, Firebase, APM, and Grafana.
• Knowledge of OS Linux.
  
  

This job was posted by Sukanya Sahoo from Get My Parking.