• Citizen

• Work Permit

• Full Time

• Direct Hire

• UG :- B.Tech

• PG :- Any PG - Not Required

• No of position :- ( 1 )

• Post :- 22nd Nov 2019

Job description

Mitratech is a proven global technology partner for corporate legal and compliance teams. Our approach to work is proactive, collaborative, and committed. The professionals who are thriving at Mitratech are people like you who know how to balance individual excellence with teamwork. We believe our employees enthusiasm fuels great work, so we pursue individuals with a passion for building an environment of ownership, transparency, continuous improvement as well as a dedication to driving the bestpossible experience for our clients. In other words, if you like people and technology, you'll fit right in.

As a part of our latest transformation, we are searching for a Technical Support Engineer II that enjoys working directly with clients to solve a variety of problems across our suite of enterprise software applications to join our team of skilled support engineers at our rapidly growing Hyderabad Center of Excellence. In this role, you will provide the second line of support to our customers, partners and consultants - collaborating closely with our worldwide client success and engineering teams to rapidly resolve software issues and quickly address customer requests. Support Engineers will have the opportunity to build their communications, customer services and technical skills and the ability to learn a wide range of technologies related to enterprise grade software applications in a B2B setting.

Successful candidates should be passionate about client success and want to solve problems every day. You should have excellent communication skills, great analytical and problem solving skills and a client service focus to deliver the highest level of experience for our clients.

Essential Duties & Responsibilities:

• Provide assistance to customers, partners and other team members on the usage of our products through various channels: email, phone, chat and support portal
• Be a client advocate!
• Leverage existing product documentation and self-service repository to answer client inquiries
• Recreate reported issues, identify defects and work with clients to fully understand reported problems and provide work arounds
• Assist in isolating source of issues which may include working with integrations to other applications, clients local environment/infrastructure or our hosted environments
• Participate in status calls with clients and other team members
• Experience with application servers such as IIS, Tomcat or WebLogic
• Troubleshoot issues through reproducing the problem and determine resolution and perform root cause analysis
• Contribute to growing knowledge base with internal and client facing content 
• Document all communication via ticketing systems
• Participate in acceptance testing and review of newly released software
• Assist clients and internal teams with software upgrades
• Rotational on-call and weekend coverage may be required
• Other reasonable duties related to product and client issues as required

Required Candidate profile

Technical Skills & Requirements:

• Familiarity with .NET or Java/J2EE applications
• Experience with application servers such as IIS, Tomcat or WebLogic
• Familiarity with database technologies including Oracle or SQL Server 
• Proficiency with MS SQL
• Experience with Windows or Unix OS
• Ability to install, configure and technically understand enterprise software applications
• Experience with reporting/business intelligence solutions a plus (SAP Business Objects, SiSense)
• Experience with HTML and CSS is preferred

Soft Skills & Experience:

• 2+ years of experience working in support, development, QA or implementation services
• Bachelors degree with focus in computer science, information sciences or business or relevant experience
• Proficient/fluent English-language written and verbal communications skills
• Ability to work both independently or in a group and prioritize ones own work
• Ability to explain technical issues to non-technical staff and clients
• Interest in documenting to reduce time spent 
• Experience using case management systems (Salesforce.com, Jira, ZenDesk)

RoleTechnical Support Engineer

Industry TypeIT-Software / Software Services

Functional AreaIT Software - ERP, CRM

Employment TypeFull Time, Permanent

Role CategoryAdmin/Maintenance/Security/Datawarehousing

Education

UG :B.Tech/B.E. in Electrical, Electronics/Telecommunication, Computers, B.Sc in Electronics, Computers

PG :Post Graduation Not Required

Doctorate :Doctorate Not Required

Key Skills

Tomcat ,oraclec,customer service,JIRA ,business intelligence ,sql server ,technical support ,software implementation ,IIS ,java ,business objects ,Weblogic ,j2ee ,.net ,center of excellence