L3 support engineer – AM

Bangalore

SymphonyAI Summit is a portfolio company of SymphonyAI. SymphonyAI is a group of companies that provide leading AI-centric solutions for transforming the business enterprise by driving revenue growth and operational excellence, for the retail, CPG, healthcare and industrial verticals, and for finance, IT and other key enterprise horizontal functions.

SymphonyAI Summit’s flagship product, SymphonyAI Summit, is an advanced, modular solution certified by ITIL and Pink Verify. SymphonyAI Summit unifies service management, asset management, and operations management in a single, easy-to-use offering. Enterprises and service providers use SymphonyAI Summit to dramatically reduce cost and complexity of their IT management while improving efficiency, productivity, predictability, and control. Leading enterprises across business, financial services, insurance, healthcare, IT and consulting, automobile, manufacturing, aviation and education verticals are delivering better user experience while lowering the cost of managing their IT using SymphonyAI Summit.

Website: www.symphonysummit.com

Job description

  • Experience in handling software product customers for Delighted Customer Support.
  • Ability to participate in team activities and be a customer advocate for the assigned list of customers. Willingness to carry out the various activities assigned to them and complete them to closure. Overall open mindedness to be able to take up any activity with a positive attitude and a willingness to learn new skills and technologies.
  • Handling customer attention, following up on customer issues and clarifications, carry out first line of troubleshooting steps, work with Development/Testing teams to get customer issues resolved
  • Open to 24/7 work timing
  • Web and Database Support – with a clear understanding of the basics of the application, technology and domain
  • Considerable experience in dealing with a wide range of customers with high level support and understanding and excellent communication skills – both verbal and written
  • Considerable experience, including delivering support for web and database applications in a variety of professional environments
  • Relevant technical experience to include Application support, database maintenance and migration activities, exposure SQL & Dot Net
  • Exposure and working knowledge of one or more ITSM tools in the capacity of an administrator

Functional experience:

  • Asset Management Responsibilities
    • ITIL Asset Management concept
    • Tracking the assets till end of the life
    • Understanding the software metering
    • WMI, SSH & SNMP concepts
    • Asset life cycle
    • Basic windows commands, batch scripting and understanding of Linux/Unix Commands
    • Administration skills on Windows, Linux, Network Devices & Network Connectivity
    • Troubleshooting Remote WMI Connection using WBEMTest
    • Troubleshooting SNMP related issues using SNMP test tools.
  • Availability Management (Operations Management) Responsibilities
    • ITIL operations management concept
    • Knowledge of any monitoring tools
    • Knowledge of CMDB
    • WMI, SSH & SNMP concepts
    • Knowledge of networking (basics), servers, routers, etc.
  • Patch Management Responsibilities
    • Knowledge on Patch management workflow
    • Troubleshooting various patch related issues

Experience: At least 5 years

  • Considerable experience, including delivering support for web and database applications in a variety of professional environments
  • Relevant technical experience to include Application support, database maintenance and migration activities, exposure SQL & Dot Net
  • Exposure and working knowledge of one or more ITSM tools in the capacity of an administrator

Minimum Qualification:

  • Bachelor’s Degree preferred or equivalent experience

Technical Knowledge:

  • ITIL Expertise

Apply Now

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