Title:- CA Technologies provides IT management solutions that help customers manage and secure complex IT environments to support agile business services. It’s our aim to encourage global collaboration and innovation while supporting and developing our talented workforce. CA Technologies empowers its employees to drive success for both the business and themselves. currently looking for a qualified Support Engineer to join at at Hyderabad office.
Post Name:- Support Engineer
Qualification:- Bachelor's Degree or global equivalent in Computer Science or related discipline.
Desirable /Mandatory skills for this role :-
- Experience with performance tuning and testing
- Experience with virtualized environments and lab management software (such as VMware and VMLogix)
- Experience with the following operating systems: Linux/Unix, Windows, Solaris, AIX
- Experience with XML and web services
- Experience with XPATH ability to run, debug and evaluate queries
- Experience with SQL, writing and executing queries
- Experience with CLOUD environments like AWS, RackSpace etc …
- Experience with WebLogic
- Experience with WebSphere
- Good communication skills.
- Ability to demonstrate customer service skills
- Ability to interface with customer both at a technical and executive level.
- Extensive troubleshooting and analytical skills.
- Strong teamwork skills for inter-group cooperation.
- An ability to coordinate high pressure situations by involving the appropriate resources as necessary.
- Have exposure to and some familiarity with Java
- Experience with application release cycle
- Able to work in a rapidly growing company environment with an extremely high level of enthusiasm and intensity
- Self-disciplined and able to work independently and as part of a multidisciplinary team
- Highly motivated self-starter that can quickly learn applications
- Strong communication skills (written and verbal).
- Ability to mentor and train other Technical Support Reps.
- Ability to read dumps and proficient in coding languages.
Key Responsibilities:
- Take ownership of technical customer requests and provides support for a product or product line using telephone and web-based solutions. Research and resolve all functionality and usability related issues; identify and direct complex or high impact issues to senior staff for resolution.
- Manage own time to appropriately to prioritize assigned workload and backlog, escalate issues to next level according to product line procedures.
- Perform troubleshooting steps to recreate minor customer issues on approved test systems.
- Understands and accurately document complex product questions; determine the appropriate process to progress the issue to resolution.
- Maintain knowledge of support policies, procedures and systems; determine appropriate actions in line with Technical Support Handbook guidelines.
- Use the appropriate call tracking and other CA technical support systems to identify fixes, investigate customer problems, answer common questions, check entitlement, keep issues up to date and correctly documented.
- Enhance a positive customer experience by:
- Updating existing knowledge documentation and creating quality knowledge base documents.
- Promoting the use of customer self-support tools provided by CA, by demonstrating functionality and effectiveness to customers.
Work Experience
Typically 12 to 36 months of experience in a related field.
The candidate must be proficient with the CA product or product line for which they will be the Support Engineer. In the case of a new hire or product reassignment, the Support Engineer will be expected to make use of their previous experience (CA products or commensurate, external experience) to establish Support Engineer level proficiency.
Skills & Competencies
- Ability to demonstrate customer service skills.
- Good communication skills.
- Ability to perform troubleshooting and analytical skills.
- Possess good teamwork skills.
- An ability to coordinate high pressure situations by involving the appropriate resources as necessary.
Company :- CA Technologies
Website :- www.communities.ca.com
How to Apply:
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