Seclore Technology walk-in for Technical Support Engineer
Company :
Seclore Technology Pvt. Ltd.
Website :
Job Role :
Technical Support Engineer
Eligibility :
Any Graduate
Experience :
3 - 6 Years
Job Location :
Mumbai
Walk-In Date :
29 Sep 2018
Walk-In Time :
10:00 AM - 02:00 PM

Company Profile:

Seclore is an Information Security product company which has emerged as a global leader in the Data Centric Security space. Right from protecting nuclear submarine designs to new drug formulations to customer data of Fortune 100 organizations - we guard every kind of confidential information. Thousands of enterprises across 29 countries - including governments - can vouch for our technology.

Job Responsibilities:

Act as point-of-contact by providing technical support to Enterprise customers and partners of Seclore.
Handles real-time voice-calls and chats with technical queries and adheres to the SLAs.
Handles email queries and responds in a timely-manner.
Achieves understanding of Seclore products and gains expertise.
Applies knowledge and experience along with analytical approach to diagnose and re-solve issues in unique and complex customer environments.
Attempts to provide resolutions on the first interaction with customers.
Handles multiple cases at the same time with varying degrees of severity.
Effectively communicates procedural and technical issues to internal and external cus-tomers/stakeholders.
Manages schedule of cases, determines including priority level and negotiating and setting expectations with the customers.
Assesses the need to engage or escalate to the required resources to handle complex issues/situations.
Engages with internal teams to prioritize customer requests.
Researches on array of topics like operating system & its fundamentals, Infrastructure technologies, and Seclore products as and when needed.
Participates in the new product releases to ensure information and training require-ments are met to start supporting the new release.
Engages in ongoing trainings and function/organization development, along with self-learning.
Creates documentation and support knowledge base to reduce troubleshooting time and drive faster resolution.
Works towards becoming an SME on a product area and go to guy for an underlying related technology.
Works in a team with assorted expertise.
Mentors and assist new technical support engineer and peers to develop skills.
Comfortable working in shifts.
Multitasks and works well in a fast-paced environment.

Qualifications:

Hands on experience across the following core technologies: Operating systems Windows Server/Windows Client.
Expert Level understanding of Windows Server Concepts.
Solid Hands on experience in troubleshooting Windows OS and appli-cation related issues.
Infrastructure technologies AD, DNS, DHCP, IIS.
Good working knowledge of MS Office suite.
Strong foundation of Networking Principles.

Skills:

3 to 5 years experience in a Technical Support role, preferably application support.
Managed Customers from regions such as NA, EMEA or APAC.
Exposed to working shifts in nights.
Handled customers on the phone.
Current job includes exposure to CRM tool.
Exposure to severity based models would be preferable.
Exposure to Enterprise/Corporate customers preferable.

Venue Details:

Seclore Technology, Excom House,
2nd floor, Behind HP petrol pump,
Sakinaka, Mumbai - 72.

Contact Details:

Jigisha / Sundeep
022-61304200