Associate Technical Analyst
QAD
Mumbai, Maharashtra, India
What You’ll Do: Respond to and resolve infrastructure related incidents. Handle operating system and active directory user changes and creation. Responsible for Linux printer configuration changes and creation. Escalate issues as required to Team Lead/Manager. Monitor server and system availability using internal monitoring systems and tools. Troubleshoot basic operating system and hardware errors with assistance from vendors as needed. Secure the operating systems and maintain standards based on standard operating procedures. OS Based Script Management. Maintaining system configuration documentation, including run books, software installation instructions, operating system installation and system configuration sheets. The primary role will be to work with our existing eCommerce customers and assist with their day to day needs. You will be communicating with customers and doing requirement gathering and problem solving. You will be responsible for supporting existing Webjaguar customers with the daily support requests that we receive. Your role is to be on top of your support tickets and to communicate clearly with the different team members if assistance is needed. Creating exceptional customer satisfaction by applying quality service and concepts that reduce customer effort and drive customer loyalty. Make problem resolution for our customers effortless. Other duties as assigned Continual Improvement and Key Personal Skills Required Leveraging artificial intelligence based technology to enhance the customer support experience. Excellent communication and effective writing skills Ability work under stress if and when needed Ability to work in Pacific time zone at least 2 to 3 days a week Proactive, Accountable and Dependable Capable of working with teams Interpersonal Skills Ability to be a self-starter Qualifications Bachelor’s Degree in Engineering, Technology or Computer Science. Industry certifications like RHCE, RHCSA are preferred, but not required. CS ITIL & systems certifications preferred. From 2 to 5 years of Linux experience. Familiarity with database systems. Experience with Virtualization technologies, and scripting skills in Java. Hands on Linux operating systems administration capabilities. Other knowledge or skills: Ability to ramp up quickly, ease at working in a fast-paced environment, excellent communication and customer service skills. Web Hosting experience (Apache) Other Program / Supplemental Training: ITIL Foundation certification V4 or equivalent experience. Intermediate knowledge of IT Service Management principle, best practices and frameworks like ITIL and experience with JIRA is required Experience with working in multinational, multi-cultural teams (desirable). Multi-tasking, good communicator, eager to learn Computer skills: Knowledge of basic technical concepts is preferred (Unix, Windows NT, Internet, networks, Progress or Oracle). Programming code for troubleshooting is a big plus (C, C++, Unix, Progress, Oracle, SQL, Java, or XML). RDBMS: MySQL, Frontend: Javascript, CSS, HTML, Digital Science Linux systems administration, Web server administration, Database administration, Networking, DevOps, Cloud Technologies, IT Support, some SEO, Java Other knowledge: Good Analytical & Technical skills and ability to understand the business needs. Good communication in English (written and verbal) is required. You have good analytical & collaboration skills and have a passion to solve customer issues. You have a positive and calming approach, to diffuse an escalated situation or irate customer. Additional information Your health and well being are important to us at QAD. We provide programs that help you strike a healthy work-life balance. Opportunity to join a growing business, launching into its next phase of expansion and transformation. Collaborative culture of smart and hard-working people who support one another to get the job done. An atmosphere of growth and opportunity, where idea-sharing is always prioritized over level or hierarchy. Compensation packages based on experience and desired skill set
