System Engineer

Location: Bangalore
Specialization: IT Software - Application Programming / Maintenance
Sub Specialization:
Reference: 28104

 

Job Description

KEY RESPONSIBILITIES

  • Responsible for the first level of troubleshooting for customers reporting an incident
  • Responsible to ensure that agreed customer SLAs are met.
  • Take part in on call/shift coverage
  • Rapidly respond to the customer and take charge of the issues and maintain constant communication with the customer until issue is resolved.
  • Escalate calls when necessary according to routines.
  • Report promptly every call in the company CRM
  • Prepare and send a final report to customer / region
  • Ensure a proper follow-up if additional actions are required by the regions (monitoring, enquiry, log analysis, etc.)
  • Contribute to high security focus in the department
  • Co-ordinate with other internal departments.
  • Participate in projects when required.
  • Follow internal routines and contribute to their improvement if necessary.

ESSENTIAL SKILLS:

  • Must have fluent communication skills in English.
  • Customer-driven in his/her attitude and demonstrates good interpersonal skills, over the phone or when writing e-mails
  • Handle most situations independently, but recognize the right moment to call in other resources to maintain adequate levels of quality and efficiency
  • DTV (Broadcast standards, Conditional Access, OTT, IPTV)
  • Operating Systems including professional versions of Microsoft Windows, IBM AIX and Red Hat Linux Enterprise.
  • Complex server solution (RAID, Clustering, SAN, etc).
  • Computer networking (firewall, switch, router, protocols, routing, TCP/IP packet analysis, etc)
  • Database knowledge including Oracle, Sybase and Microsoft SQL Server, as well as PL / SQL query language.
  • Professional experience in building scripts (UNIX & LINUX shell, python, PERL, XML)
  • Knowledge of web and http protocol (http, Apache & NGNIX web servers)
  • Knowledge of cloud computing, AWS is an asset
  • Knowledge on virtualization (VMware ESX & Workstation, IBM VIO) is an asset
  • Work efficiently under pressure

 

KEY COMPETENCIES:

  • Flexibility in working hours, including weekends and night shifts or On Call.
  • Attention to details
  • Strong interpersonal and communication skills.
  • Must have exposure to global customers
  • Excellent analytical and troubleshooting skills with logical thinking.
  • Ability to operate with multiple tasks, priorities, and deadlines.
  • Flexibility to adapt to a continually changing and fast pace business environment.
  • Ability to work independently as well as part of a team.
  • Maintain an attitude of continual process and personal improvement