[New Job Opening] Technical Support Engineer job Vacancy in Bengaluru, Karnataka


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Job Details:
Position Name :
Technical Support Engineer
Bengaluru, Karnataka
Job ID :
Description :
About Walmart Global Tech
At Walmart Global Tech India, if you’re thinking ‘scale’, think bigger and don’t stop there. Take a regular day at Walmart Global Tech and match that with 260 million customers a week, 11,695 stores, under 59 banners in 28 countries and e-commerce websites in 11 countries. That’s Walmart Global Tech India for you! Through our products and engineering services across all Walmart properties (stores, app and online) we help customers live better by saving them time and money. Our teams are engaged in cutting edge engineering and product development to support Walmart’s strategy of offering customers an anywhere, anytime shopping experience.
Our Team
The Associate Digital Experience (ADE) team manages the Campus Technology and Client Services(End user computing) support for the organization. We support a large heterogenous enterprise environment that support Windows, MAC and Linux based end user systems and corporate network, server and virtualization environments.
Your Responsibilities:
1. Good understanding and experience in Windows, MS product’s. Work on L2-L3 tickets on enterprise collaboration tools – MS Teams, Zoom, Slack, workplace, OneDrive, and SharePoint.
2. SharePoint central administration of sites and automations.
3. Work on O365 products related support overlapping with AV and collaboration products
4. Diagnose, identify, and resolve the tickets assigned within the SLA.
5. Introduce automation in the services, product, and process to minimize the incoming ticket volume.
6. Assist end users on collaboration tools such as Zoom, MS Teams, Slack, Workplace etc.
7. Identify scope for process and product automation and work with engineering team to develop fixes.
8. Offer seamless support experience for collaboration and AV products to all associates.
9. Interact with peer, next level team for issues unresolved and drive the situation till the closure.
10. You will be responsible for assisting the business in supporting AV related issues, ensure the smooth run of events in the VC rooms, training rooms and townhall events.
11. Supporting and solving meeting rooms issues reported via ticketing tool, telephone, and emails.
12. Talk to business teams gather requirements, plan infrastructure and support
13. Publishing support documentation to assist onsite staff with requests for information & provide staff training if required.
14. Work with internal teams and external vendors on service requests – Repair and replacements.
15. Interact with the vendors for any hardware related Issues and resolutions, if required as per process raise a ticket with vendors and follow up for completion.
16. To maintain and fine-tune a high degree of customer service for all support queries and adhere to all service management principles.
17. Flexible in assisting our associates and business during the planned schedules and weekends if required.
18. Coordinate and manage the onsite engineers deployed at all facilities.
19. Take ownership of user problems and resolve the problems on behalf of the user and communicate progress in a timely manner.
20. Perform routine health check of the AV equipment’s in all the meeting rooms and take an action accordingly for issues noticed if any.
21. Troubleshooting of AV related problems in VC rooms, meeting rooms, training rooms and cafeteria AV equipment’s.
22. Troubleshoot VC equipment’s both at hardware and software level – Cisco, Poly, Logitech, Crestron etc.
23. Offer superior associate experience and take optimal decisions if need be.
24. Innovate, enhance the AV infrastructure and software products and process as part of continuous improvement.
25. Plan and schedule periodic maintenance of AV equipment’s and video wall through AMC/ vendor partners
Our Ideal Candidate:
1. Skilled professional in collaboration tools/platforms
2. 4 to 6 years in supporting a medium or large enterprise environment on Windows, AV technology and collaboration platforms.
3. Good problem-solving abilities, collaborator, flexible to take up multirole.
4. Basic understanding of Windows, MacOS, Networking and AV over IP.
5. Experience in handling enterprise collaboration platforms – Zoom/Slack/MS Teams.
6. Certification or Knowledge on Unified CM Administration is an added advantage.
7. Good understanding of VoIP, Telephony, call manager – Cisco/Avaya is added advantage.
8. AV/Windows and/or ITIL certification is an added advantage.
9. Flexible, customer focused and enthusiastic to learn.
10. Hands on with any of industry standard IT ticket system – Service-now, Salesforce, HPSM etc.
Walmart Inc. is an Equal Opportunity Employer – By Choice. We believe we are best equipped to help our associates, customers and the communities we serve live better when we really know them. That means understanding, respecting and valuing diversity- unique styles, experiences, identities, ideas and opinions – while being inclusive of all people.”
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