Careers - STRATACACHE, A Family of Companies

Position:  System Engineer - Mumbai
Location:  Mumbai, India
Job Id:  257
# of Openings:  1

About STRATACACHE

STRATACACHE provides scalable customer experiences, empowering retailers to learn deeply about their customers’ shopping preferences and behaviors, allowing for personalized shopper interaction. Our solutions deliver consumer activation at the point-of-decision, generating new sales opportunities and enhanced retail profitability. With 2 million+ software activations globally, we power the biggest digital networks for the world’s largest brands. Across the STRATACACHE family of complementary digital media/ad tech solution companies, we have the technology, expertise and track record to bring retail innovation that delivers results.

Learn more about the STRATACACHE family at www.stratacache.com, on Twitter @STRATACACHE or on Facebook.

System Engineer

We are looking for dynamic professionals to boost our technical Team in our Singapore office. The role demands strong technical hands-on skills in networking and support. 

Core Responsibilities
  • Troubleshoot IT issues with internal stakeholders and clients, you will be responsible for handling at first point of contact
  • Effectively liaise with internal teams and third party suppliers to ensure speedy resolution of customer issue.
  • Effectively communicate regular updates to customers on the status of their logged issues
  • Accurately record all customer issues in the IT Service Management tool
  • Assign the preventive and planned activities to field Engineers
  • Escalating issues as per the criticality of the problem.
  • Ability to provide accurate diagnosis and suggest resolution to resolve network issues & outages
  • To follow and respect procedures rigorously
  • Follow support processes (trouble ticketing, ticket updates, incident/problem management, user communications etc.)
  • Sensitive to service KPIs, service quality and customer satisfaction

Basic Qualifications
  • 2-4 years relevant experience
  • Previous experience as a Service Desk Analyst and with IT Service Management / Ticketing systems
  • Experience providing hardware support (Desktops, Laptops, Networks (LAN/WAN, Routers, Switches, Firewalls)
  • Experience in working in a customer focused environment
  • Ability to work unsupervised, to a high standard and have excellent organisational & problem-solving skills
  • Have excellent communication skills both written and verbal with a friendly and professional phone manner and strong customer service focus
  • Willingness to learn and focus on results
  • Able to work under pressure, keep things simple, demonstrate patience and creativity and possess conflict management skills
  • Demonstrate a high level of customer focus and empathy
  • Strong Teamwork and communication / information sharing
  • Any experience in Servers (Wintel, SQL, VMware) and Storage Technologies will be highly regarded
  • Certifications such as ITIL, MCSE or MCITP, CCNA will be highly regarded

Other KSAs
  • Displays a positive attitude.
  • Clearly articulate ideas and thoughts verbally.
  • Accurately prepares written business correspondence that is coherent, grammatically correct, effective and professional. 
  • Values clients and responds to their needs as they arise.
  • Establishes harmonious working relationships with team members.
  • Actively applies feedback received to day-to-day work and strives to improve performance.
  • Complies with all of our policies and procedures.

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