Support Engineer
Support Engineer
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
- To understand the SLA and ensure the deliverables on time. To manage various severity levels and Service requests. Regular follow-ups with all the stakeholders involved to ensure on time deliver. 100% Root cause for all the incidents raised.
- End to End analysis on all the high impacting & potentially impacting incidents. To have the clear Root cause tracked till the solution
- To document the knowledge base of all the critical process and functionalities. To track the workaround actions. Application E2E flow documentations to be maintained for both technical and functional perspective. To track the Runbook on the support process to be followed and maintained
- To come up with the automated technical solutions to optimize both operational and technical process. Also need to proactively come with enhancing the system with the technical solution.
- Identify urgent issues and escalate appropriately participate in Incident and Problem management.
- To have the Rotational weekend guard support and participate in the follow the sun support schema (handover turnover tickets)
- Maintain support documentation - Standard Reporting Knowledge Base FAQs Job Aides
- Ensure compliance to standard NIQ Practices / Tools ITIL Google ServiceNow and JIRA suite (VM)
- Good understanding of overall application infrastructure is must.
- Internally prioritize work based on incident priority and deadlines.
- Experience in Monitoring & Observability.
- Experience in handling production deployment activities.
- Hands-on in-Service request fulfillment.
- Support for Server/DB patching firewall changes.
- Liaise with Engineering & EIT team for fixes.
Qualifications :
- 3 Years of Relevant experience in L2 Technology Support without gaps.
- Good Knowledge in Oracle PL SQL/Microsoft SQL/Snowflakes Unix Basics of Python Basics of Azure
- Mandatory to have at least 2 years of Hands-on experience in relative tech stack
- Strong problem solving and analytical thinking towards solutioning.
- Understanding on ITIL Process and Production Technology support process.
- Excellent Communication Skills. To drive the meetings with stakeholders from Technology Infrastructure and Operational / governance teams.
- Ability to work including weekends and holidays with a rotating on-call schedule.
- Ability to work flexible & extended work hours as needed.
- Positive attitude team player self-starter; takes initiative ability to work independently.
- Degree Qualifications: Computing Systems Engineer Computer Science Software Engineer Informatics Engineer
Additional Information :
Our Benefits
- Flexible working environment
- Volunteer time off
- LinkedIn Learning
- Employee-Assistance-Program (EAP)
About NIQ
NIQ is the worlds leading consumer intelligence company delivering the most complete understanding of consumer buying behavior and revealing new pathways to 2023 NIQ combined with GfK bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insightsdelivered with advanced analytics through state-of-the-art platformsNIQ delivers the Full View. NIQ is an Advent International portfolio company with operations in 100 markets covering more than 90% of the worlds population.
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Our commitment to Diversity Equity and Inclusion
At NIQ we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race color religion sex (including pregnancy sexual orientation or gender identity) national origin age disability genetic information marital status veteran status or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion please visit the Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
Company Industry
Key Skills
- Ruby
- Mac Os
- Computer Networking
- Windows
- TCP
- Customer Support
- Linux
- Shell Scripting
- VPN
- Dns
- Technical Support
- Troubleshooting
