Xerox

Designation: Associate Engineer, Software Engineering

Work Experience: 02 to 05 Years

Primary Location: Chandigarh

Work Shift Timing: Must be open to working in different shifts and in a 24x7 environment

Work Mode: Work From Office

Notice Period: Immediate to Max 30 days

Technical Skills:

• Mandatory – Azure/AWS, SQL
• Important –DevOps (Basic) Basic Networking, Windows OS/Windows Server and Linux/Unix,

Educational Qualification:

• Bachelor’s Degree required (Technical Degree)
• Technical Support experience preferred
• Excellent communication skills - written and spoken English

Organization:

• Answering email and/or phone calls from Service Delivery Operations personnel related to requests for action, or issues with the managed service technical solution that require resolution
• Obtaining pertinent information from User to enable complete and accurate recording of the request or issue for eventual resolution
• Entering pertinent information into a ticketing system for escalation to appropriate resolver group.
• Provide timely and proactive communication to customers on open cases, not letting cases remain in progress without an update depending upon Service Level Agreement (SLA)
• Triage ticket and resolve rudimentary issues.  Escalate to next appropriate Resolver Group for more complex technical issues.
• Take lead on dispositioning of all tickets entered by self and doing a proper follow up with appropriate escalation teams until resolution
• Become adept in the use of the ticketing system, and routing to corresponding resolver groups without reliance on a call script to guide her/him
• Take feedback from Manager for corrections and/or improvements after review of Production, Feedback, and Implementation for updates, questions, correct type assignment, Quality Accuracy, SLA delivery, etc.
• Contribute to an online Knowledge Base on a regular basis, and update out of date solutions to provide clients with a valuable self-service platform to use before engaging Customer Care resources (Level 1)

 Skills And Preferred Traits:

• Exceptional verbal and written communication skills are required
• Able to handle stress with ease and not get flustered or easily frustrated
• Able to provide sense of control and calmness to caller or originator of email.
• Must be open to work in different shifts and in 24x7 environment
• Results and goal-oriented, with a strong work ethic
• Energetic, assertive, customer-centric personality
• Team player with the ability to form strong working relationships with clients and team members
• Puzzle solver; likes to tinker and troubleshoot issues. Analytical and consultative focus.
• Ability to handle multiple issues at once, and prioritize that work
• Has a strong desire to learn new technology (must have a technical background – such as Azure/AWS, SQL, web servers, enterprise application support).