Job Title: IoT Global Service Operations Center Engineer (Sr. Engineer/Assistant Manager) – Technical Support

Function: Global Service Operations Center

Location: Noida

Experience: 10 to 15 Years experience

Minimum Qualifications: Degree within Electronics Engineering/Telecommunication

About the Company: 

Aeris Communication has enviable position of leading the change in what is arguably the hottest segment of the emerging market – the Internet of Things (“IoT”). Aeris delivers and manages mission-critical hosted services for Fortune 100 and Fortune 500 enterprise customers through IOT solution, helping these entities fulfill their mission and fundamentally change their business.

Headquartered in Silicon Valley, Aeris also has office in Chicago, London, Delhi and Tokyo. As the IoT market continues to evolve and grow our company must also expand and acquire new talent to help attack our next set of opportunities.

Website: https://www.aeris.com/in/

JOB PURPOSE:

This role offers access to some of the most brilliant minds in the industry, and the opportunity to build and elevate a thriving company – in an environment that values innovation, autonomy and integrity. A few things to know about Aeris:

a. They do things differently. As a pioneer in an industry poised to reshape every sector of the global economy, they can’t settle for another company’s tried and tested template. Innovation is the key to success and it’s reflected in everything done in Aeris: from product design to corporate wellness.

b. Employees are the owners. Strong managers enable their teams to figure out how to solve problems. You will be no exception and will have the ownership and autonomy needed to be truly creative.

c. Values are essential. organization believe in doing things well – and doing them right. Integrity is a core value in Aeris: you’ll see it embodied in staff, management approach and growing social impact work (have a VP devoted to it).

d. Aeris walk on the diversity and inclusion, a brilliant and eclectic mix of ethnicities, religions, industry experiences, sexual orientations, generations and more – and that’s by design. Management see diverse   perspectives as a core competitive advantage.

e. Career elevation. Create platform for growth where employees can take ownership of their opportunity and make it their own. Grow with the company and elevate your career.

KEY RESPONSIBILITIES:

• Troubleshooting technical issues directly with customers with various technical skill levels
• Diagnosing and resolution of reported service faults
• Engaging with customers directly to quickly get to the root of their problem
• Taking a customer through a series of actions to resolve a problem
• Provide support in the form of procedural documentation
• Managing multiple tickets/issues at one time
• Showing a passion for continued learning, staying abreast of new technology and techniques
• Manage your own workload by accurately gauging timelines and meeting deadlines
• Work across teams and communicate with leadership, product owners, and other technologists

KEY PERFORMANCE INDICATORS:

Measurable Deliverables:

• TAT in support ticket resolution
• Efficacy in triaging the reported service issues
• Effective understanding of service issue and addressal

Specific experience: 

Minimum 10 years of IT helpdesk, technical engineering support and customer service experience within a high traffic environment.

Technical Skills:

• Experience in Core network/Paco operation will be preferred.
• Certification in Microsoft, Linux, Network Plus or Cisco is advantageous
• Experience with network monitoring software, IP network and applications to read logs (Wireshark)
• Experience with running trace logs for telecom troubleshooting
• Experience with Salesforce, Zendesk or ticket tracking best practice
• Knowledge of GSM Network / WCDMA network / 3G/LTE network/ service applications characteristics and capabilities is preferable but not mandatory.

Personality Attributes:

• Good written and verbal communication
• Consistent attention to detail
• High level of commitment
• Team Player
• Customer focus approach and sense of urgency
• Ability of reading, writing and speaking in Mandarin (Chinese) is must