GlobalLogic Hitachi is hiring

IRC Engineer

GlobalLogic Hitachi | Gurgaon | 1-3 years

Description:

Support for basic customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement. If no solution is available, L1 personnel will escalate incidents to a higher level of support. L1 would remain the only channel for the client to communicate with the support team.

Preferences:

  • JAVA
  • React JS Basics
  • Web Application Basics
  • AWS Cloud Basics

Job Responsibilities:

  • First and all subsequent contact to customer
  • 24*7 support via phone and email
  • Basic Level 1 troubleshooting, redirect to L2/L3 as required
  • Search knowledge base to verify if reported problems are already known issues with a defined resolution plan
  • Impact analysis with accurate classification of reported issues to ensure appropriate prioritisation
  • Qualification/replication of the reported issue in an appropriate customer environment
  • Initial triage to isolate unsupported 3rd party issues from potential root cause
  • Information gathering to ensure complete availability of details required for root cause analysis
  • Provision of technical resolution or problem workaround
  • Problem routing/escalation to second/third level support or third parties where required

What We Offer:

  • Interesting and challenging work in a large and dynamically developing company
  • Exciting projects involving newest technologies
  • Professional development opportunities
  • Excellent compensation and benefits package, performance bonus program
  • Modern and comfortable office facilities
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