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Level one Support Engineer Role is not limited to a particular application or firewall troubleshooting and demands the engineer to be well versed with the basic concepts of different operating systems and database servers that can be used to operate/engage in all possible scenarios. Your first and foremost responsibility would be to update incident tickets and resolve technical issues through debugging/ troubleshooting and investigation. You need to ensure incidents tickets are updated with progress details in a timely manner.
What the Role needs to Achieve
Process driven, operationally focused.
Professional and positive, with outstanding customer-facing practices.
Analytical and diligent, with great attention to detail.
Resilient: ability to cope successfully under pressure and with shifting priorities.
Effective collaborator and communicator at all levels.
Self-motivated and self-sufficient enthusiastic team player, able to work on own initiative.
Assertive, adaptable, collaborative and creative.
Can-do attitude, willing to go the extra mile.
Awareness: in touch with the day-to-day challenges of the Team.
Consistently follows-up and follows-through on delegated tasks and action.
ROLES AND RESPONSIBILITIES
Own customer / user problems and be preemptive when dealing with issues.
Strictly adhere to established set of processes while handling incident requests.
Abide by SOP’s for appropriate escalation of unresolved issues to respective internal teams.
Make certain that all calls are logged in the ticketing system & every activity is timely updated.
Identify and learn more about the software and hardware used/supported by the organization.
Follow approved life cycle methodologies, create documentation for design and testing.
Ensure SLA obligations with internal and external stakeholders are observed and met; escalate as necessary using judgment and discretion.
Build strong awareness of platforms across product lines and clearly eloquent support decisions and findings.
Willing to work in 24×7 environment in not just limited to night shifts.
Have a strong understanding of incident SLA management & ITIL concepts.
Analyze functional and technical cases and provide a resolution in accordance with agreed customer metrics.
Maintain status of problem resolution and stake holders on resolution status.
ESSENTIAL KNOWLEDGE AND SKILLS REQUIRED
Basic understanding of Oracle – RAC, MSSQL-Always ON, DB2 HADR and different replication methodologies.
Understanding of Database installation, configuration, management.
Performing upgrades of the database and software to new release levels.
Hands-on experience in infrastructure, performance monitoring and management tools escalate issues to relevant stakeholders.
Should have experience in server patching & antivirus troubleshooting.
Should be able to work on different database at the base level i.e. Oracle, MySQL, MSsql, DB2 and Mongo Sybase, Hana, MaxDB at the basic level.
Managing the storage structures of the database.
Managing users, privileges and security.
Managing database objects, such as tables, indexes, and views.
Backing up the database and performing recovery operations when necessary.
Knowledge on different OS i.e. Linux, HP-UX, SUSE, AIX and Windows as per the database requirements.
Monitoring the state of the database and taking preventive or corrective action as required.
Diagnosing and reporting critical errors to OEM Support Services.
Exposure in upgrade, patching in RAC and non-RAC environments.