Automation Anywhere Senior Support Engineers
Description
About Us
Needs
Respond to client through phone/ email inquires w.r.t merchandise and perform needed technical troubleshooting steps supported client issue at intervals the scope of support
Hands-on expertise operating with ticketing tools and SLA ruled setting
Escalate problems (when required) to the acceptable channel
Record, track, and document the problem-solving method all the means through to the ultimate resolution
Use logical reasoning to investigate a state of affairs and build use of accessible correct utilities
Identify and learn previous and new software system options supported by the organization
Hands-on expertise operating with fixes at the merchandise level, together with putting in and upgrading software system
Test fixes and BETA versions of the software system to confirm according problem(s) are adequately resolved
Ability to determine correct course of action to confirm economical completion of labor at intervals prescribed cut-off dates
Develop listing and knowledge domain articles to assist in drawback resolution.
Roles and Responsibility -
• Take possession of the Support Tickets and client communication to be done by L2
• Take possession of the Support Tickets and client communication to be done by L2
• L2 owns the responsibilities all the shopper communication for swarmed tickets.
• Team can work with needed L3 engineer and make sure the logical conclusion of the price tag} after they area unit unable to unravel the ticket at intervals the stipulated time
• Work with step-up Engineer over Escalated tickets
.• Issue understanding and Impact analysis throughout drawback identification - Severity validation
• establish affected elements
• Search KBs, Support tickets, Documents for relevant solutions for the according issue.
• Replicate it domestically [share the env. details within the internal tab of the ticket].
• Request and review all needed details just like the screenshot, all application logs, event viewer logs and Diagnostic utility result (if needed) before having a gathering with the client.
• Self-analysis capture over the price tag. (internal and external notes)
• arrange of action ought to be shared with the client before programming a gathering with the client.
• throughout scanning Jira tickets, if he/she finds a problem as bug/enhancement. the data ought to be supplementary to the price tag [internal tab] and additional must be valid by L3 member.
• just in case of bug/ improvement fastened once obtaining confirmation from L3, communication to the client
• Frontline engineer is additionally to blame for K and RCA for the non-swarmed issue.
• The engineer ought to be versatile to figure in any shift as needed by the business within the future
• The engineer ought to be able to work 24X7X365 rotating shift supported business needs.
Technical Skills -
- High proficiency in victimisation computers.
- Technical troubleshooting/ debugging expertise, programming expertise, data in info, SQL queries.
- Advance data of Windows systems, honest understanding of code flow( JAVA, Python, C#), Webserver ( IIS / Apache / Felis domesticus troubleshooting), Any info.
- Advanced data of info, scripting, Excel.
- Basic data of macros.
- Intermediate data on Networking, Windows Server 2012 ahead, Client-Server design
- Basic data on Cluster and Active Directory
- In-depth data concerning browsers (MS web soul and equivalent)
- Usage of MS workplace suite (MS Outlook, MS Word and MS Excel) & Open workplace suite.
- All unsought resumes submitted to any @automationanywhere.com email address, whether or not submitted by a private or by center, won't be eligible for center fee.
If Interested, Apply Here: https://jobs.jobvite.com/automationanywhere/job/oCJKffw4
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