TECHNOLOGY SERVICES ENGINEER II

Location

Chennai | India

Job description

Store System Technical Support Team :

Store System Technical Support team provides 24/7 support and perform Incident & Problem management for Store Systems applications spread across geography.

This team is to provide excellent customer service and a high level of item integrity to our business associates through a 3-way partnership between the Host, Store, and POS. This team provides useful tools and processes that allow our customers to effectively maintain and drive the business.

About Team

Our team is responsible for monitoring all Customer facing environments, Production and Disaster Recovery. As part of this, the team monitors the Critical Resource Managers to ensure business needs are met. In addition to Incident Management, team supports 24/7 for all the applications which includes Monitoring, troubleshooting and Maintenance of Native & Web based applications. We interact with multiple teams across the company to provide scalable robust technical solutions.

What you'll do

• Support experience in monitoring, troubleshooting and maintenance of Native and Web based Applications
• Provide L2 support for the applications in Scope. Howe'ver, the candidates are expected to have good technical & analytical skills to deep dive into issues, do minor modifications.
• Independently own and address and resolve applications issues, provide updates and perform root cause analysis.
• Plan, execute and implement applications and configuration change procedures.
• Supervise all alerts related to applications and system procedures and provide services proactively.
• Maintain good professional relationships with counterparts of engineering, end Users etc
• Gain and maintain expertise in flow of application process and systems related to domain.
• Coordinate across teams and resolve all complex applications and system issues ranging in complexity (Low to Critical)
• Install and prepare tools required for proper functioning of applications on regular basis.
• Coordinate with various teams and administer code migrations in various environments.
• Review and Analyze Incidents to identify Root Causes, correlate events and document problems.
• Analyze Incident trends and develop action plans to address as needed
• Manage all production system and recommend ways to optimize performance and provide solution to problems and prepare reports for all problems.
• Follow standards and best practices to bring operational efficiencies, stability and availability of the system.
• Comprehend various metrics on operational dashboards and reports and take corrective actions
• Flexibility - 16/7 support, need to work during weekends.

What you'll bring:

• Our ideal candidate is an energetic, self-motivated individual focused on solving customer problems
• He/She is a responsive team player who can proactively contribute for building technical strategies for operations, applications and systems by promoting an understanding of the technology and business roadmap

He /she is someone who thrives in a fun, fast-paced, dynamic, startup-like environment with following key skills

• Exceptional verbal and written communication skills
• Listening ability and patience
• Critical thinking, complex Problem Solving and Troubleshooting skills
• Excellent interpersonal skills in areas such as teamwork, facilitation, and negotiation
• Able to work independently or as part of a team.
• Ability to explain complex ideas to those with limited IT and systems knowledge
• Demonstrate ability to independently learn technologies and process thru continuous learning
• Ability to work as part of a cross-cultural team including flexibility to support multiple locations when necessary.
• An Engineering Degree - B.E/B.Tech in any stream - Computer Science preferred.
• 2-4 years of relevant experience with the following skills
• Knowledge of operating systems, Databases, application stacks and network systems
• Previous experience dealing with support cases or requests via e-mail, telephone and in person
• Basic systems, software engineering and Architecture knowledge
• Working knowledge of SQL and Databases
• Worked on monitoring and alerting tools

Web Technologies:

Required familiarity with any one of the web technologies (HTML, CSS, JavaScript, node JS, and react JS) for systems with web-based interfaces or for managing content.

Programming Languages:

Proficiency in languages such as Python, Java, or C++ is mandatory for interacting with systems, writing scripts, or developing custom solutions.

Scripting:

Fundamental knowledge of scripting languages like Bash or PowerShell is crucial for automating routine tasks, updates, and maintenance processes

API Integration:

Vital understanding of how to work with APIs (Application Programming Interfaces) for integrating systems with other retail software or services.

Debugging and Troubleshooting:

Critical proficiency in debugging skills, using tools specific to the system, to identify and resolve programming-related issues efficiently.

Version Control:

Necessary experience with version control systems (eg, Git) to manage code changes and collaborate with a team when multiple engineers are involved

Technical Support:

Crucial expertise in providing effective technical support to end-users or staff, addressing inquiries, and guiding them through troubleshooting procedures.

Network monitoring and alerting tools; Monitoring metrics and key performance indicators (for example, availability, mean time between failure, mean time to recover);

Service level indicators (for example, request latency, availability, error rate)

Diagnostic Tools:

Indispensable familiarity with diagnostic tools, facilitating the identification of faults and performance issues.

Documentation:

Necessary skill in maintaining detailed documentation on hardware configurations, troubleshooting steps, and technical solutions for common issues.

Collaboration with Vendors:

Vital collaboration with hardware vendors for support, obtaining firmware updates, and resolving issues that may require vendor assistance.

Desired Skills

Hardware Knowledge:

Understanding of basic hardware troubleshooting is desired

Implementation of preventive maintenance procedures to identify and address potential hardware issues before they impact the systems functionality.

Networking Protocols:

Indispensable knowledge of networking protocols (TCP/IP, etc) for troubleshooting communication issues and ensuring the proper functioning of systems.

Benefits:

Beyond our great compensation package, you can receive incentive awards for your performance. Other great perks include 401(k) match, stock purchase plan, paid maternity and parental leave, PTO, multiple health plans, and much more.

Minimum Qualifications

Bachelors degree in computer science, information technology, engineering, computer information systems, or related area and 2 years experience in production support, software support, or technical support.

Preferred Qualifications

Both software and hardware troubleshooting., Technical support operations, account management, or customer support.

Job tags

Salary