Onsite engineer

Job Description:

Understand customer environment and plot a roadmap for the deployment and integration
project.
Plan periodic rule reviews for key customers.
Troubleshooting and performing deep level analysis for technical issues
Repair and recover from hardware or software failures. Coordinate and communicate with
impacted clients/partners
Change Request – Planning, Execution, testing and Rollback Plan
Apply patches and upgrades on a regular basis and ensure all are up to date at all times.
Plan Change activities w.r.t issues/Solutions observed during operations
Follow-ups for fixing, workaround, RCA, knowledge sharing & escalations from L2
Working with customers/employees to identify problems and advising on the solution
Logging and keeping records of customer/partner queries
Updating self-help documents FAQ/Knowledge Base to assist customers, partners & employees
Working with field engineers to visit customers/employees if the problem is more serious
Train and coach L2 engineers to enable them to work as independently as possible
Need to be available 24/7 to handle escalated issues
Onsite engineer has to work from client site and solve all their technical issues as an when
required
Must have Good understanding technology standard security settings and should be able to
advise customer on any bottleneck on their system

City: Baroda

State: Gujrat

PostalCode: 400078

Recruiter: Adam -

Created Date: 19-08-2019

Responsibilities:

Understand customer environment and plot a roadmap for the deployment and integration
project.
Plan periodic rule reviews for key customers.
Troubleshooting and performing deep level analysis for technical issues
Repair and recover from hardware or software failures. Coordinate and communicate with
impacted clients/partners
Change Request – Planning, Execution, testing and Rollback Plan
Apply patches and upgrades on a regular basis and ensure all are up to date at all times.
Plan Change activities w.r.t issues/Solutions observed during operations
Follow-ups for fixing, workaround, RCA, knowledge sharing & escalations from L2
Working with customers/employees to identify problems and advising on the solution
Logging and keeping records of customer/partner queries
Updating self-help documents FAQ/Knowledge Base to assist customers, partners & employees
Working with field engineers to visit customers/employees if the problem is more serious
Train and coach L2 engineers to enable them to work as independently as possible
Need to be available 24/7 to handle escalated issues
Onsite engineer has to work from client site and solve all their technical issues as an when
required
Must have Good understanding technology standard security settings and should be able to
advise customer on any bottleneck on their system