Job Description

Role Responsibilities

  • Handle and resolve support tickets from ticketing systems escalated by L1 points of contact
  • Provide phone and email support, or remote assistance, to all clients
  • Proactively stay up to date with all the latest technologies concerning Coates products and the underlying technologies
  • Update and work-assigned cases in a timely manner adhering to the SLA
  • Maintain strong customer rapport and excellent, timely communication
  • Liaise with external clients and internal stakeholders to provide solutions and ensure service level agreements are met
  • Troubleshoot, respond and resolve software/hardware issues within defined SLA.
  • Address and resolve support tickets from our ticketing system.
  • Provide basic network support
  • Hardware configuration and installation of software.
  • Interact with the Project Manager and Support Lead for tickets that require escalation.
  • Perform basic L2 troubleshooting liaising with the onsite technician
  • Setting and preparation for newly introduced stores
  • Verification and maintenance of small devices (basic assembly, SSD, and RAM replacement), OS/software installation, manufacturer warranty application, etc.
  • Timely escalate the technical issue to L3 Support engineer

    • Role Requirements

  • Basic knowledge in IT systems, networking or hardware
  • Basic knowledge in a Linux (especially Ubuntu) environment
  • Good to have knowledge of scripting (e.g. Bash, JavaScript, basic PHP, etc.)
  • Understanding of server-client architecture
  • Strong knowledge of Microsoft PowerPoint and Excel is an added advantage
  • Degree in IT ( BCA/MCA/Engineering or equivalent qualification)
  • Excellent Communication skills
  • Flexibility to work weekends and night shifts as per a rotational roster
  • Required to work from the office at least 3 days per week
  • Preference for candidates residing in or near Mangalore
    • Join a Crew that CaresBe part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity. (Ask us about our Equality + Empowerment Initiatives).The benefits include an annual market competitive bonus program and our “Thrive Program” which includes a suite of flexible work options because we’re strong believers that you should never miss an important life or work moment. Thrive also provides dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions), a Global Wellness paid day off to recharge as well as a “Give Back Day” to allow our Crew an opportunity to make an impact in the community.

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