Software Technical Support Engineer - L1 jobs in Bangalore at Micro Focus

Software Technical Support Engineer - L1

Bangalore

Responsibilities:

Technical Knowledge: Apply growing technical knowledge (e.g. SAP, Java, .NET) to solve application issues with limited risk/complexity. . Under general direction integrate technical knowledge and business understanding to create effective solutions for the company and for customers.
Incident Management: Resolve single- and cross technology/application incidents independently. Document known errors and work-arounds Works with team members, delivery centers, and other the company organizations to resolve unusually complex or cross-technology incidents
Escalation Management: identify potential escalations and alert management proactively. Manage basic escalations with customer.
Problem Management: Begin to proactively provide solutions to prevent problems from occurring in area of responsibility. Analysis of data and trends to define changes to increase application reliability, reduce maintenance costs, etc.
Change Management/Implementation: Independently review, implement, and verify changes/solutions of moderate complexity and risk to meet customer needs within area(s) of technical responsibility. Understand and escalate scope changes per change control process.
Configuration Management: Ensure Configuration Management Database (CMDB) entries are complete and accurate.
Solution Design: Understands the company solutions set and applies these solutions to meet customer needs within area of responsibility.
Quality: Provide continual improvement recommendations/direction setting and advice within work team.
Project Management: Participate in customer and internal projects, including transformation. Contribute to projects from own responsibility area.
Customer Relationship Management: Balance internal needs against customer requirements and/or internal businesses/end user's needs within defined parameters.
Teamwork: Work as part of a team, which may be virtual, global, and/or multi functional. Seen as a resource to the team and may mentor less experienced team members within their area of technical responsibility.
Contract Knowledge: Demonstrates basic understanding of business contract to support and meet contractual metrics and obligations in area of responsibility.
Mentor less-experienced team members on specific areas within their technical authority.
Capacity and Performance: Analyzes service performance data involving response time, output, and utilization across all customers for standard services to detect trends and to generate forecasts of capacity growth.
Business Continuity Responsible for executing recovery actions.

Education and Experience Required:

Bachelor's degree in Computer Science, IT Service Management, Engineering, Business, or related field or equivalent work experience.
May hold entry-level or intermediate-level certification(s) in work field.
Typically 2-5 years of relevant experience .
Knowledge and Skills:

Typical skills include:

Understanding of applications technology in direct responsibility.
ITIL Foundation Certified.
(developing) General understanding of related technologies.
Customer Service.
(developing) Customer/Vendor Management.
(developing) Business Analysis.
(developing) General Financial Management.
Good communications skills.

At Micro Focus we help you run and transform your business. Driven by customer-centric innovation, our software provides the critical tools you need to build, operate, secure, and analyze the enterprise. By design, these tools bridge the gap between existing and emerging technologies – which means you can innovate faster, with less risk, in the race to digital transformation.