Job Opportunity for Support Engineer at Care India in Hyderabad

Website Care India

POSITION/DESIGNATION

Support Engineer

GRADE/LEVEL

G

PROJECT/UNIT

Design Centre

PROJECT DURATION

Two years

REPORTS TO

Tech Documentation Specialist

LOCATION

Hyderabad

TRAVEL

20-30%

ABOUT US

CARE is a not-for-profit organisation working in India for over 70 years, focusing on alleviating poverty and social injustice. We do this through well-planned and comprehensive projects in health, education, livelihoods and disaster preparedness and response. Our overall goal is the empowerment of women and girls from poor and marginalised communities leading to improvement in their lives and livelihoods.

During FY 2020-21, CARE India directly reached out to 52.7 million people through 53 programmes across 18 states, covering more than 130+ districts. We are part of the CARE International Confederation, working in 100 countries for a world where people live with dignity and security.

CARE India seeks a world of hope, tolerance, and social justice, where poverty has been overcome and people live in dignity and security.

Our goal is to ensure that women and girls from the most marginalized communities are empowered, live in dignity and their households have secure and resilient lives. CARE India aims to accomplish this goal by working with 50 million people to help them have quality health, education, livelihoods and overcome the effects of disasters.

Our employees are committed to CARE’s values, Code of Conduct, and safeguarding commitments towards a safe workplace for all, including the principle of ‘do no harm’. They are also responsible to uphold and strengthen our safeguarding commitments in their role. To know more about our safeguarding policies please visit our website link given below.

PROJECT DETAILS

The Design Centre aims to design breakthrough innovations leveraging CARE’s existing programs in health, education, livelihood, and humanitarian assistance, validate them through CARE’s global network, and productize validated solutions for global deployment through CARE International member partners.

Design Centre is set up within The International Institute of Information Technology, Hyderabad, with an enabling environment and ecosystem for design thinking, yet working closely with program verticals. 

The Design Center will closely work with IIIT-Hyderabad and the Innovation ecosystem to integrate problem areas identified by CARE India, incubate them in the center to get solved and productized into advanced technology & non-technology-based innovations that will be implemented and scaled across domestic and international geographies.

JOB SUMMARY

S/he who creates and execute training and roll out plans

Take ownership of customer issues reported and see problems through to resolution

Research, diagnose, troubleshoot and identify solutions to resolve user issues

ROLES AND RESPONSIBILITIES

The incumbent will be responsible to:

  • Assist in installing, implementing, and training of the products and platforms at the user side
  • Take ownership of user issues reported and see problems through to resolution
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Provide prompt and accurate feedback to users
  • Ensure proper recording and closure of all issues
  • Prepare accurate and timely reports
  • Document knowledge in the form of knowledge base tech notes and articles
  • Follow the SLA for issues with respect to the sever it

KEY RELATIONSHIPS

Tech Support Engineer will report to Head Digital Platforms. S/he will collaborate with the other team members of the team.

QUALIFICATION & EXPERIENCE

Essential:

  • Proven working experience (min 1 year) in enterprise technical support, IT support or as a technical engineer
  • In-depth knowledge in the product that the technician is supporting.
  • Strong problem-solving skills
  • Excellent client-facing skills
  • Fluency in English, along with excellent written and spoken communication skills
  • Preferred Bachelor’s / Master’s degree in computer science engineering or a related discipline, or equivalent work experience required

SKILLS & COMPETENCIES

  • Agile Experience: Should be able to understand Scrum ceremonies and able to demonstrate experience in Agile
  • A result-oriented individual with the ability to work to deadlines, communicate and work effectively with other team members both on-site and remote.
  • Very high learning agility; aptitude and speed of learning new and variety of subjects; ability to learn fast and in smart ways; versatility in interest areas
  • Handy with all kinds of technologies, natural interest to be updated about new developments in the field of technology, and, ability to think about how to contextualize those new technologies in different contexts for improving efficiency and effectiveness
  • Ability to translate new ideas into an implementable model
  • Initiative taking, self-starter, ability to work without external motivations; Pro-activeness and openness to embracing new technologies
  • Innovativeness and creativity in solving problems
  • Ability to travel extensively when needed
  • Flexible with working hours and work prolonged hours when there is a requirement
  • Ability of multi-tasking
  • Excellent eye-for-details
  • Go-getter and a pro-active contributor to product development

To apply for this job please visit careindiacareers.peoplestrong.com.