DRIVING BETTER REVENUE

Job Description:

Job Title: Associate Technical Support Engineer

Department: ICS
Location: Pune

Summary:

This position will be responsible for proactively monitoring the various processing’s
and handling installation related activities for the IDeaS client base. Provide reactive
support for issues raised by the internal/external clients.

You are required to consistently demonstrate your ability to flourish in a highly pressurized
team environment whilst maintaining a flexible attitude and meticulous attention to detail
to the work assigned.

Major Responsibilities:

The major areas required of the incumbent to successfully perform in this position

 Proactive monitoring of processing’s across all IDeaS client base.

 Contribute towards achieving departmental goals across all IDeaS products.
 Minimal but appropriate escalations to other teams.
 Handle assigned tasks with assistance and guidance from others.
 Timely completion of installations to ensure revenue targets are met.
 Ensure issues are correctly assigned and client calls/portal issues are
addressed within pre-defined resolution timeframes and details entered in
SFDC.
 Optimize the turnaround time for technical, installation and monitoring issues.
 Perform installations for new properties/ upgrades as required.
 Prioritize issues entered via the client portal or via e-mail.
 Adhere to the defined internal and external escalation metrics.
 Understand how features of new releases can benefit client.
 Adhere to all the processes and procedures laid down for the department,
ensuring flawless execution.
 Effective and timely communication with internal and external clients,
including client calls and handling of support mailbox.
 Review and take appropriate actions based on SFDC/SWB reports.
 Identification and escalation for repeated monitoring failures to perform root cause
analysis.
 Optimal utilization of the support tools to speed up process
monitoring and trouble shooting.
 Builds effective working relationships with members across teams.
 Provide a daily update to the Senior Product Engineers and above
on progress of issues/projects.
 DRIVING BETTER REVENUE

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  Take appropriate actions when Product Engineers and above are not
available and when CARE operations are affected or immediate escalation
is required for resolution of issues.
 Work towards acquiring additional skills to progress to the next level.
 Any other work assigned by the Senior Product Engineers and above.

Requirements: (Knowledge, Skills, Abilities, Competencies, Education & Experience)

 BE/Computer Science/Science Graduate/equivalent with 6 months to 2 years

of experience in software product support.
 Excellent trouble shooting and problem solving skills
 Knowledge of networking fundamentals
 Ability to work independently
 Ability to flourish when working under pressure in a team environment
 Attention to detail
 Good Team Player
 Flexible
 Positive attitude
 Ready to work in shifts
 Excellent English verbal and written communication skills

Preferences:

 Knowledge of networking and relational database management systems will

be an added advantage.

Other:

 Work is typically performed in an office environment, using simple, easy

muscular movements, involving only the handling of light materials, tools, or
equipment in easy work positions, and with no special speed requirements
or long stretches of exertion.
 Vision requirements for this job include close vision and the ability to adjust focus.

Equivalent combination of education, training, and relevant experience may be considered

"This job description is intended to present the general content and requirements for the performance
of this job. The description is not to be construed as an exhaustive statement of duties,
responsibilities or requirements."

Proprietary & Confidential 2