Tech Support Spec - Database Support
Technology, Data & Digital · IT Infrastructure & Security · Technical Support · Data Analysis · Software Engineering
In short
The Technical Support Specialist in Bangalore, India, is crucial for resolving complex IT issues and providing end-user guidance. This role involves post-sales activities such as customer success, tool configuration, and use-case support, requiring expertise in event management and Moogsoft.
Responsibilities
- Troubleshoot and resolve critical and complex support tickets using advanced diagnostic techniques and tools.
- Conduct root cause analysis for critical issues and faults through hands-on investigation and data analysis.
- Implement preventive measures and solutions to mitigate future defects.
- Provide expert technical assistance to team members.
- Execute continuous improvement initiatives to optimize support processes.
Requirements
- Expertise in product support, troubleshooting methodologies, and technical support best practices.
- Proficiency in diagnostic tools and techniques for complex issue resolution.
- Strong analytical skills for root cause analysis and implementing preventive measures.
- Excellent communication and collaboration skills.
- Familiarity with IT Service Management frameworks and continuous improvement methodologies.
Desired Qualifications
- Strong level of event management knowledge (e.g., from a previous competitive toolset).
- Understanding of Moogsoft product features and functions at a conversational level.
- Ability to articulate Moogsoft value, benefits, and capabilities to a customer.
- Differentiate between Moogsoft Enterprise and Cloud features and functions, and when to use each platform.
- Understanding of deployment overview: Hosted, OnPremise, Cloud, Hybrid.
- Basic Moogsoft configuration: Installation of standard distributed architecture.
- Understanding of how to configure all Moogsoft platforms via the UI to achieve a given use case.
- Ability to discover and translate a customer’s use case into a UI-based configuration (ingestion, workflows, correlation, integrations, users etc.).
- Considered an Admin/deployer.
- Good grounding in general event management (4-5).
- Understanding of deduplication, fail/clear, and schema mapping.
- Advanced Moogsoft configuration.
- Advanced event management knowledge (7).
- Data manipulation: construction of a valid event from source data.
Benefits
- ITIL Foundation Certification is optional but valuable.
- Relevant certifications in product support or technical troubleshooting are advantageous.
#Tech Support#Database Support#Event Management#Moogsoft#Customer Success#IT Service Management
Company
HCLTech
Job Posted
3 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
Bangalore, India
Applicants
Be an early applicant