Technology Support Engineer

Accenture PLC; Khordha; On-site; INR 600,000 - 900,000; Full time

Job summary

Accenture is seeking a Technology Support Engineer to resolve incidents and ensure operational stability across business systems. You will create RFCs, update knowledge bases, and collaborate with vendors and service management teams.

The role requires SD-WAN operations experience, strong networking knowledge, and the ability to document issues and solutions. You will engage in 24x7 rotations and communicate effectively with clients.

Qualifications

• Minimum 5 years of experience required.
• Must have SD-WAN and networking basics.
• Experience with RFCs and change management.
• Excellent communication skills.
• Documentation of issues and resolutions.

Responsibilities

• Act as SME and work independently.
• Participate in team discussions.
• Provide solutions to work-related problems.
• Provide timely and effective technical support to clients.
• Troubleshoot and resolve system or application issues.
• Document client issues and resolutions for future reference.
• Collaborate with cross-functional teams to enhance system performance.
• Stay updated on industry trends and best practices.

Skills

Networking basics

SD-WAN Ops

Incident resolution

ITIL knowledge

Documentation

Team collaboration

Certifications

Education

15 years education

Tools

Cisco Viptela

Cisco Meraki

Juniper MIST

Prisma SDWAN

Fortinet SDWAN

CATO SDWAN

Versa SDWAN

HPE Silverpeak

Job description

Project Role :

Technology Support Engineer

Project Role Description :

Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.

Must have skills :

SD-WAN Operations

Good to have skills :

NA

Minimum 5 year(s) of experience is required

Educational Qualification :

15 years full time education

Summary:

As an Application Tech Support Practitioner, you will act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world-class systems running. You can accurately define a client issue and interpret and design a resolution based on deep product knowledge.

Roles & Responsibilities:

• 1) Expected to perform independently and become an SME.
• 2) Required active participation/contribution in team discussions.
• 3) Contribute in providing solutions to work-related problems.
• 4) Provide timely and effective technical support to clients.
• 5) Troubleshoot and resolve system or application issues.
• 6) Document client issues and resolutions for future reference.
• 7) Collaborate with cross-functional teams to enhance system performance.
• 8) Stay updated on industry trends and best practices.

Professional & Technical Skills:

• 1) Mandatory Basic Networking skills : Routing & Switching (CCNA, JNCIA equivalent)
• 2) Must to Have Skills (Minimum 3 should have from listed skills) : Cisco Viptela, Cisco Meraki, Juniper MIST, Prisma SDWAN, Fortinet SDWAN, CATO SDWAN, Versa SDWAN, HPE Silverpeak
• 3) Good to have Skills (Minimum 3 should have from listed skills) : Python, Ansible, Terraform, Git, REST APIs, CI/CD
• 4) Good to have knowledge on Skills (Minimum 2 should have from listed skills) : Cloud Networking, Automation, Wireless, Firewalls
• 5) Proficiency in SD-WAN Operations and implementation
• 6) Strong understanding of network protocols and configurations.
• 7) Experience in designing and deployment of SDWAN network. (Optional)
• 8) Experience in troubleshooting network connectivity issues.
• 9) Knowledge of ITIL framework for service management.
• 10) Hands-on Experience with network monitoring tools.
• 11) Must have Professional Certifications.

Additional Information:

• 1) Flexible to work in 24x7 rotational shifts, including weekend
• 2) Excellent communication skills
• 3) A 15 years full time education is required.

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

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