L1 Support

Job Information:

Work Experience: 4-5 Years
Industry: IT Services
Job Type: FULL TIME
Location: Noida, India

Job Overview:

We are currently seeking Managed Services L1 App Support Engineer/Senior Engineer for IoT projects in the Smart Products & IoT Strategic Innovation Centre in India team. This role is responsible for supporting Mobile Application support for IoT projects.

Duties & Responsibilities:

• Respond to the customer on App/Play Stores or on the email received via In-App feedback feature.
• Try to either provide resolution or guide it to the appropriate team ASAP.
• Mobile Application Support.
• Identify, categorize, prioritize, route, track, and close the issues identified/received from:

• Play Store
• App Store
• Inbuilt review feature in Mobile App.

• Timely respond to customer reviews on both App & Play stores.
• Make sure the customer query/issue is resolved to the highest satisfaction level.
• Get on a bridge/conference call with L1 & customer in case of critical issues.
• Support Marketing team in all new initiatives to enhance customer delight.
• Suggest and implement new tools for automating some of these tasks to enhance productivity.
• To identify, troubleshoot and solve incidents within SLA timelines.
• Log Analysis of the issues reported.
• Update tickets recent status and progress on ticketing tool.
• Raise a bug for issue in application functionality where a code fix might be needed.
• Triaging of:

• Mobile App issues on both Play Store & App Store.
• Web App issues.
• Platform(AWS) issues, in case required.
• Service Mgmt. Reporting.
• Status Tracking & Reporting.
• Continuous Service Improvement.
• Process Management & Improvement.

Qualifications and Experience:

Mandatory –

• Bachelor’s degree in Electrical Engineering, Software Engineering, Computer Science, Computer Engineering, or related Engineering discipline.
• 4+ years of experience in L2 of managed services / application(mobile & web) support.
• 2+ years of experience in the Mobile App Support.
• Good hands-on experience in Customer Centric support.
• Ability to differentiate between application & platform issues and proven track record of taking them to closure.

Preferred –

• Basic understanding of IoT products & services.
• Mobile App Support tools like AppBot, AppFollow etc.

Experience in –

• AWS platform or certified in AWS(Solution Architect/SysOps).
• Lambda, API Gateways, Kinesis, ElasticSearch, ElasticCache, Dynamo DB, Athena, AWS IoT.
• Linux.
• NoSQL Database(Dynamo DB preferred).
• Trouble ticketing tools(Jira Software & Jira Service Desk preferred).
• Hands on experience on New Relic and AWS Cloudwatch tools.
• Prior experience in operation support for IoT projects (50,000+ live devices) will be an added advantage.
• ITIL certification.
• L3 Support experience in addition to L2.

Skills and Abilities Required:

• Highly customer-focused and always eager to find a way to enhance customer experience.
• Excellent troubleshooting & analytical skills.
• Excellent verbal & written communication skills.
• Willingness to work in a 24X7 shifts environment.
• Self-driven & committed to high standards of performance and demonstrate personal ownership for getting the job done.
• Able to pinpoint business needs and deliver innovative solutions.
• Can-do positive attitude, always looking to accelerate development.
• Innovative and entrepreneurial attitude; stays up to speed on all the latest technologies and industry trends; healthy curiosity to evaluate, understand and utilize new technologies.

Interview Process

• 3 Technical Rounds