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Hexagon Manufacturing Intelligence (HMI) is looking for Lead Engineer-Product Application to join the ACS team in Pune, India.
Roles and Responsibilities for Lead Engineer-Product Application
Oversee day to day support operations.
Provide technical support to customers across the world via phone/web/e-mail.
Willing to work in shifts.
- timely liaison with vendors and internal teams regarding problems, fixes, and required enhancements.
- handle customer escalations.
- customer supports reports as an when required.
- training plan to enhance team’s skills.
- the current support processes for improvements.
- team to create knowledge articles.
- team performance.
Required Knowledge, skills, and qualities.
Graduate/Post-Graduate, with an 8-10 years’ work experience in the technical support, 2 years in Team lead position.
Experience of Service Management ticketing tools such as SFDC, JIRA.
Flexibility to work in shifts and provide support 24X7.
Confident, self-assured, and proactive, with strong interpersonal skills
Excellent communications skills - verbal, written and presentation.
Experience in networking, licensing, troubleshooting of software products.
Very good hands-on experience in using operating systems such as Windows/Linux
Experience in using remote assistance tools such as WebEx, remote desktop
Excellent teamwork skills
High customer orientation
Excellent command of English
- of Cloud environment, Microsoft Azure, AWS an added plus
- have experience working with global clients.
- knowledge of Linux operating system is a must.
- of Thales Sentinel license management system an added plus.
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