Senior Technical Support Engineer

Jobtailor; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Jobtailor in Bengaluru, India is seeking a senior post-sales support specialist to provide expert assistance for software and hardware systems, acting as SME in complex escalations. You will proactively review customer networks to preempt issues and drive timely resolutions.

You will remotely manage Service Requests, Incidents, Problems and Changes, following ITIL practices and mentoring team members to build a high-performing support group.

Qualifications

• 8+ years of experience in relevant field.
• Bachelor's degree or equivalent in CS/EE.
• Experience supporting global customers in 24x7 environments.
• Experience in Maintenance/Managed Service or Cloud environments preferred.
• Provide Tier-3 support for Avaya Contact Center Product stack (2+ products).
• Knowledge of Windows, Linux, VMware, and basic networking.
• Understanding of contact center products like call reporting and routing.
• ITIL knowledge and certification would be an asset.
• Understanding SIP.
• Strong oral and written communication; team player.

Responsibilities

• Provide expert post-sales support of software and/or hardware systems.
• Acts as the SME for complex issues and is the internal representative in critical escalations.
• Proactively reviews customer networks to determine potential issues.
• Work with management and teams to implement solutions.
• Manage Service Request, Incident, Problem and Change Management remotely.
• Expected to be process oriented following ITIL practices.
• Mentor team members based on skill and experience.

Skills

ITIL knowledge

Communication skills

Team player

Mentoring

Education

Bachelor's degree in Computer Science or Electrical Engineering

Tools

VMware

Windows OS

Linux

Networking basics

Avaya Contact Center products

Call routing systems

SIP

Job description

Responsibilities

• Provide expert post-sales support of software and/or hardware systems
• Acts as the SME for complex issues and is the internal representative in critical escalations
• Proactively reviews customer networks to determine potential issues
• Works with management and teams to implement solutions
• Manage Service Request, Incident, Problem and Change Management requests remotely
• Expected to be process oriented following ITIL practices
• Mentor team members based on skill and experience.

Requirements

• 8+ Years of Experience
• Bachelor's degree or equivalent experience in Computer Science or Electrical Engineering
• Previous exposure supporting global customers, working in 24*7 environment
• Experience working in a Maintenance Service, Managed Service and/or Cloud environment would be preferred
• Responsible to Provide Tier-3 level Support for Avaya Contact Center Product stack (Should be experienced in at least 2 of the listed products)
• Knowledge on windows OS, Linux, VMware, basic networking
• Good understanding of Contact Center products like voice response units, call reporting systems and call routing products.
• ITIL knowledge and certification would be an asset
• In-depth Understanding of Session Initiation Protocol (SIP)
• Demonstrated Oral & Written Communication skills & Team Player.