Technical Support Engineer - 110722
SirionLabs Pvt Ltd, India
Job Description
About SirionLabs:
SirionLabs - SaaS Product firm | is looking for people who are driven to make a difference. Bringing together
leading innovation, unrivaled Contract Lifecycle Management expertise, and a deep commitment to customer success, SirionLabs helps the world’s leading businesses contract smarter.
Powered by intelligence uniquely connected across the complete contract lifecycle. SirionLabs’ easy-to-use, highly configurable Smarter Contracting Platform brings legal, procurement, and business teams together to author stronger agreements, manage risk and strengthen counterparty relationships.
Today, analyst firms such as Forrester, Spend Matters and IDC agrees that SirionLabs is a leader in CLM whilst world-leading businesses including Vodafone, Unilever, DHL, and Morgan Stanley trust SirionLabs to create, control, and manage over 5m contracts worth more than $300bn, in 100+ countries around the world.
SirionLabs is backed by leading VC firms and has gone through a Series D round. SirionLabs is a 750+ people company with 9 offices globally.
Requirements
Designation: Technical Support Engineer
Experience: minimum 3 years
Key Responsibilities:
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Ask end-users targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Talk end-user through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams (e.g. Server Team)
- Provide prompt and accurate feedback to end-users
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with end-user to ensure their IT systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Maintain jovial relationships with clients
- Experience in Hardware troubleshooting- Laptop/Desktop/Printers etc.
- Well-versed in Trouble ticket management.
- Comfortable working on shifts to support 24*7 operations.
SirionLabs is an Equal Opportunity Employer
We value diversity in our workforce, we are an equal opportunity employer and do not discriminate based on race, colour, gender, religion, national origin, ancestry, age, disability, medical condition, genetic information, military amp; veteran status, marital status, pregnancy, gender identity, sexual orientation, or any other characteristics protected by local laws, regulations, and ordinance.
We also make reasonable accommodations for disabled employees and applicants as required by law.
We follow these principles in all areas of employment including recruitment, training, promotions, compensation, benefits, transfer, and social and recreational programs