We are part of Publicis Groupe, one of the oldest and largest marketing and communication organizations in the world. Headquartered in Paris, we have 80000+ employees who operate globally.

Founded in 2000, Indigo Consulting has offices in Mumbai, Gurugram, Bengaluru, and Vietnam. Our clients are based across India, Asia-Pacific, the Middle East, Europe, the USA, and Canada. Over the last 20 years, we have successfully implemented ground-breaking digital marketing campaigns for global brands. We’ve impacted varied industries, including Media, FMCG, BSFI, Technology, Telecom, Retail, and many more

We are India's leading Digital Business Transformation Company providing solutions in

5 core technology domains globally: -

1.        Enterprise Tech:

a.        Consulting Services

i.      Digital Business Transformation

ii.      Digital Process Re-Engineering

iii.       Technology Design Strategy

b.        Product Engineering

c.        Platform Modernization

d.        DB Modernization

e.        Cloud Migration

f.         DevSecOps & CI/CD

g.        Microservices

h.        VAPT and Load Testing

i.          Artificial Intelligence

j.          Block Chain

k.        RPA

3.       Data Tech

a.       Consulting Services

i.      Data Strategy

ii.      CDP Selection

iii.      Data Monetization Strategy

iv.       Single View of Customer Strategy

v.      Attribution Modeling

b.       Business Intelligence

c.       Digital analytics

d.       Single Customer View

e.       Loyalty

f.         CRM

2.       Experience Tech:

a.        Consulting Services

i.      Digital Experience Strategy

ii.       CX & EX Strategy

iii.       Platform Selection

iv.       Content Monetization

b.        Enterprise DXP & CMS

c.        Mobile

i.      PWA

ii.       Native (IOS & Android)

iii.       Hybrid

d.        Search

e.        Content Hub

f.         Accessibility

g.        Localization

4.       Commerce Tech

a.        Digital Consulting

i.       E-Commerce Strategy

ii.       Platform Selection

iii.       Build vs Buy

b.        Digital Commerce

c.        Mobile Commerce

d.        Social Commerce

e.        Conversational Commerce

5.       Martech

a.       Consulting Services

i.      Martech Strategy

ii.      Platform Selection"

b.       DMP

c.        Multi-channel Campaign Management

d.       Email Marketing

e.       Content Optimization

f.         Personalization

About This Role 

Experience Range: 2-4 years

Designation: Live Application Engineer

Job Location: Mumbai

1. We are looking for a L1 Support (Technical) for providing high-quality technical support for the Microsoft platform (Windows OS and IIS) and .Net application. The support include communication and response to internal team, developers and prospects across the ecosystem through email, phone interactions, chats, desktop sharing with developers and by using incident tracking system.

2. The job involves handling and resolving technical and functional queries, debugging, problem solving, server monitoring including database knowledge in MS SQL Server and Oracle

Responsibilities

1.  Help resolve software and technical questions efficiently and effectively
2. Gather the required information necessary in order to best handle software and technical inquiries
3. Manage expectations regarding estimated response times for issue resolution.
4. Resolving the issues through Phone, chat and email communication channels including incident-tracking system.
5. Meet SLAs like response and resolution times by collaborating within L1 and L2 Support organizations.
6. Extensively research and document technical issues.
7. Collaborate with other relevant Support team members to properly manage inquiries and escalate when appropriate.
8. Own technical issues from initial report to resolution, communicating with concerned team regularly regarding issue status.
9. Run monitoring reports for usage, performance, and/or availability.
10. Document solutions for knowledge base and bring new ideas for innovation and automation excellence into the Support team.

Requirements

1. Bachelor’s Degree in Computer Science Engineering (or related technical discipline)

2. 2-4 years of relevant experience in L1 technical support, with a strong customer interaction experience

3. Good debugging skills

4. Familiarity with Web applications (.Net), Web Server (IIS), and Database (SQL Server, Oracle)

5. Passion to be a part of a hardworking and winning team

6. Willing to work in a 24x7 environment and provide weekend coverage, if needed.

7. Ability to multitask in a fast paced environment

8. Excellent ability to learn and articulate software-related and technical concepts

9. Strong active listening skills and excellent written and oral communications skills

10. Expertise working with Microsoft Excel and Word

11. Strong documentation skills

12. Working knowledge in following technologies

a)     IIS

-  Website , Virtual Directory

-  Application Pools – start/stop and monitor

- Worker Process, Queue Length, Binding

- IIS Restart, IIS monitor

- SSL (https) certificate installation

- TLS v1.0, v1.1, v1.2

- .Net version, .Net framework (Upgrade and manage)

- Web Gardening/Farming (Monitoring and setting)

b)     SQL Server

- Writing SQL query for business requirement

- Execute Query (Create/alter table, execute SP/Function)

- Extract report from query

- Data and logs review from table

- Dead lock in SQL

- SQL Jobs (Manage and create)

- Indexing (Create, re-build, analyze)

- Activity monitor

- Execution Plan

- Database backup / restore

- Database shrinking

c) Application and Server related

- Analysis of issue from Log Files (txt files)

- Windows server RAM/Processor utilization

- SFTP

- Host File entry

-  Window Service – Scheduler (Install / Uninstall / Stop / Start)

- Application Deployment

- Application Backup / Restore

- PVT (Production Validation Test)

- WebEx  Access to L2 team

- VPN Access

Shift: 24X7 Shifts (Morning, Afternoon & Night shifts)

Willing to work in shifts in onsite. Shifts will be 8 hours. Every week the shift will be change. Weekly off will be given as per the shift schedule.