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Level 1 Technical Support Engineer

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Level 1 Technical Support Engineer

Mithi is currently helping businesses protect, gain visibility, and control of critical business data with our agile and on-demand cloud-based data management platform - Vaultastic.

Vaultastic is one of the latest generations of products incubated by Mithi.com. The firm has had a history of pioneering product ventures, spanning multiple generations of technology and serving over Million+ users. Our ventures so far have comprised of breakthrough and best-selling products such as geometric modelling, Indian Language windows and web apps, mission critical Enterprise software, & Cloud-based SaaS.

Before Vaultastic, the team had created SkyConnect - the secure & dependable business email software, that has been serving the mission-critical business communication needs of hundreds of leading businesses and organisations.

The team brings together years of deep experience in building innovative software product businesses across several generations of technology.
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Position Summary
  • The Level 1 Technical Support Engineer (TSE) is the first point of contact for all inbound inquiries, and problem reports from customers. These may happen on multiple channels. This role requires you to deliver awesome and empathetic customer service and collaborate with internal and/or external teams to see issues through to resolution. The Level 1 TSEs must leave the customers with an impression that they contacted a very customer centric company.
Position Summary
  • The Level 1 Technical Support Engineer (TSE) is the first point of contact for all inbound inquiries, and problem reports from customers. These may happen on multiple channels. This role requires you to deliver awesome and empathetic customer service and collaborate with internal and/or external teams to see issues through to resolution. The Level 1 TSEs must leave the customers with an impression that they contacted a very customer centric company.
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Required Qualifications, Skills & Experience
  • Engineering degree (BE) in Computer Science or an MCA or equivalent.
  • 2 – 4 years’ experience in providing technical support to customers for Applications, Operating systems, and networking. Exceptional freshers can be considered.
  • You have strong Linux or UNIX server administration skills and are familiar with the installation and configuration of Linux or UNIX operating systems and setup and operation of TCP/IP networking on Linux or UNIX systems.
  • You are familiar with Internet concepts including SMTP, IMAP, POP, HTTP, DNS, LDAP and related protocols.
  • Solid networking and software troubleshooting skills.
  • Fluent in Windows, Mac and Linux operating systems with good troubleshooting ability.
  • The ability to think calmly and rationally during a crisis.
  • The ability to make decisions on your own, and consult with team leaders as needed
  • A sharp trouble-shooter’s mind.
  • You are a warm personality, work well with co-workers, and you have strong people and listening skills. You have the necessary patience, maturity, and gumption to handle customers at all levels.
  • You have excellent spoken and written communication skills (English & Hindi).
  • You can express problems, causes, diagnosis and solutions in a clear concise manner (written, spoken and in English).
Required Qualifications, Skills & Experience
  • Engineering degree (BE) in Computer Science or an MCA or equivalent.
  • 2 – 4 years’ experience in providing technical support to customers for Applications, Operating systems, and networking. Exceptional freshers can be considered.
  • You have strong Linux or UNIX server administration skills and are familiar with the installation and configuration of Linux or UNIX operating systems and setup and operation of TCP/IP networking on Linux or UNIX systems.
  • You are familiar with Internet concepts including SMTP, IMAP, POP, HTTP, DNS, LDAP and related protocols.
  • Solid networking and software troubleshooting skills.
  • Fluent in Windows, Mac and Linux operating systems with good troubleshooting ability.
  • The ability to think calmly and rationally during a crisis.
  • The ability to make decisions on your own, and consult with team leaders as needed
  • A sharp trouble-shooter’s mind.
  • You are a warm personality, work well with co-workers, and you have strong people and listening skills. You have the necessary patience, maturity, and gumption to handle customers at all levels.
  • You have excellent spoken and written communication skills (English & Hindi).
  • You can express problems, causes, diagnosis and solutions in a clear concise manner (written, spoken and in English).
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Skills which will be an advantage for you
  • Knowledge of Email concepts, Data Management concepts, AWS Technologies & Cloud computing will be an added advantage.
  • Proven track record of offering consistently superior levels of customer service.
Skills which will be an advantage for you
  • Knowledge of Email concepts, Data Management concepts, AWS Technologies & Cloud computing will be an added advantage.
  • Proven track record of offering consistently superior levels of customer service.
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Roles, Responsibilities and Key Result Area
  • Provide awesome service to our customers, excelling in empathy and case ownership.
  • Must be able to work extended hours as needed including being available for off hours production support.
  • You would troubleshoot and respond to customer tickets within SLA commitments on all Customer Service channels.
  • You would be updating and maintaining the customer information database as well resolving technical issues through diligent research, issue reproduction under lab conditions, and troubleshooting.
  • You will directly work with other technical support engineers and engineering team members to see problems through to resolution. Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
  • Facilitating customer communication, education, and retention.
  • Diligently Managing many disparate customer issues in parallel.
  • Keep yourself updated by reviewing service manuals, product release notes, and patch documentation to help speedy issue resolution.
  • Participate in Engineering/Product roadmap discussions as a customer representative.
  • Utilizing remote secure access technologies to diagnose and resolve customer issues.
  • Work in shifts with coverage 24x7x365.
  • Ensure proper documentation and closure of all customer issues.
Roles, Responsibilities and Key Result Area
  • Provide awesome service to our customers, excelling in empathy and case ownership.
  • Must be able to work extended hours as needed including being available for off hours production support.
  • You would troubleshoot and respond to customer tickets within SLA commitments on all Customer Service channels.
  • You would be updating and maintaining the customer information database as well resolving technical issues through diligent research, issue reproduction under lab conditions, and troubleshooting.
  • You will directly work with other technical support engineers and engineering team members to see problems through to resolution. Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
  • Facilitating customer communication, education, and retention.
  • Diligently Managing many disparate customer issues in parallel.
  • Keep yourself updated by reviewing service manuals, product release notes, and patch documentation to help speedy issue resolution.
  • Participate in Engineering/Product roadmap discussions as a customer representative.
  • Utilizing remote secure access technologies to diagnose and resolve customer issues.
  • Work in shifts with coverage 24x7x365.
  • Ensure proper documentation and closure of all customer issues.
Show More