Client Support Engineer

About the role

They will act as the backbone of daily production processes and procedures; monitoring and escalating if alignment is not achieved with standard operating procedures. The individual in this position will be support coverage for “Lights On” support, SLA Adherence, and operational monitoring while displaying a deep understanding solution standards, features, and dependent functionalities associated to the account.

What you'll do

• Ensure batch files are received and sent according to File Processing Schedule, that no large-scale errors have occurred, and escalate where needed
• Monitor API processing to determine reasons for any errors, initiate reprocessing where necessary, and obtaining the appropriate approvals to proceed
• Ensuring reports are sent according to the report distribution schedule
• Gather data for monthly SLA Reporting and present to the internal team and client
• Optimize monitoring tools and alerting to ensure first to identify and increase efficiency around time to resolution

What you need

• 5–9 yrs of experience
• Active Directory
• Windows Server
• Windows
• Troubleshooting
• ITIL
• Networking
• B.Tech or B.E. or B.Sc or BCA or BBA

Good to have

• Firewalls
• SQL
• .NET
• SOP writing
• Root cause analysis
• Vulnerability assessment