AddressSolugenix is an information technology services firm that has a rich history of providing comprehensive technology services and solutions for more than five decades.
As a pioneer in IT services, we’ve partnered with some of the biggest global corporations across many industries. Our history was built on a foundation of partnerships with global brands like McDonald’s, Microsoft, CIT Group, Johnson & Johnson, Herbalife, Sony Pictures Entertainment, and many others. Whether it’s providing dedicated support centers, staffing quality teams, or delivering business service solutions, clients can always count on Solugenix.
Job Location: Hyderabad Office
Position Title: L2 Support Engineer (CyberArk)
Required Experience: Min. 2 years in Tech support position with hands-on experience in CyberArk, Linux and Networking
Job Description (Job Summary/Roles & Responsibilities)
The essential duties and responsibilities can include the following but are not limited to:
- Responsible for working cases to maintain knowledge in a timely manner.
- Monitor and manage omnichannel services utilizing Salesforce tools.
- Classify and triage new cases before working on cases to maintain case hygiene. This can provide a good quality report for management review.
- Provide voice and remote support sessions to customers by WebEx or Teams.
- Quality Assurance Scores review with the leader.
- Complete the quality of call recording and responses to emails for case review (procedural/technical)
- Provide positive communication to customers in any medium.
- Attend in a timely manner based on the provided schedule.
Mandatory Skills:
To perform the job successfully, an individual should demonstrate the following competencies:
- Technical Capacity – Demonstrates depth of knowledge and skill in a technical area.
- Effectively applies technical knowledge to solve a range of problems.
- Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions.
- Multi-tasking – Ability to manage multiple priorities at once. This includes logging case notes while on customer calls and keeping up with and answering several chat windows at the same time.
- Customer/Client Focus - Responds promptly to customer needs; Solicits customer feedback to improve service; Response to requests for service and assistance.
- Communication – Speaks clearly and concisely using proper grammar in both oral and written communication.
- Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration; Accepts responsibility for own actions; Follows through on commitments.
- Results Orientation - Focuses on the desired result of one’s own work, setting challenging goals, putting effort into the goals, and meeting or exceeding them even when under pressure.
Language Skills
- Ability to read and interpret documents such as instructions, customer incident reports, and procedure manuals.
- Ability to write correspondence, and customer incident reports and substantiate via verbal or written mediums.
- Ability to speak effectively over the phone to customers and to supervisors and colleagues.
Reasoning Ability
- Ability to apply common sense understanding to carry out written or verbal instructions.
- Ability to deal with problems involving concrete variables in standardized situations.
- Ability to define problems, collect data, establish facts, and draw conclusions.
- Ability to interpret a variety of instructions.
Desired Skills
- Ability to multi-task
- Ability to work in a fast-paced environment.
- Strong time management and organizational skills
Additional
- Attend and contribute to POD or R&D meetings (L2 specifically)
- Participate in training from the management, vendor, and team leader.
- Ensure staying updated on new product rollouts/versions.
Education & Certifications:
Bachelor's degree in computer systems/networking or equivalent
