Specialist Technical Support Engineer Jobs in Pune

Specialist Technical Support Engineer

NICE

0 to 3 Years

Not disclosed

Expired

Posted: 16 Nov 20

Responsibilities

Interfacing with various R&D groups, Customer Support teams, Business Partners and Customers Globally to address CSS Recording and Compliance application related product issues and resolve high-level issues.
Maintain quality and on-going internal and external communication throughout your analysis
Implement and install CSS products all over the world (first of a kind installs)
Provide the highest level of support and minimize R&D escalations.
Prioritize daily tasks and manage critical issues and situations.
Contribute to the Knowledge Base, document troubleshooting and problem resolution steps and participate in Educating/Mentoring other Advanced Support engineers.
Initiate and performing changes on production systems and proactively escalate any issues that cannot be resolved within the established timeframes.
Involved with and you are the subject matter expert (SME) for the other support engineers in projects for new releases and service packs of the CSS products
Develop training materials to be used by all engineers working with CSS Software, internal and for Business Partners as part of the NPI process.
Willing to perform On call duties (24x7) shared with the other colleagues of CSS ASG.

Education

University education or similar level obtained by work experience in Computer Science

Technical Requirements

At least 4+ years of technical experience within the industry and/or proven customer support experience Globally, preferably within Financial Institutes(Trading environments)
Have knowledge of the following (stated as keywords): Tetra systems, Voice Trading Solutions like IPC, Etrali and BT, Avaya, Cisco, Mitel
Good working knowledge (Certificates are very welcome) of: Windows Operating Systems, TCP/IP, Linux, Wireshark, EMC, MySQL and MS SQL Server Databases, Microsoft Office
Experience with Networking and IP/SIP communication analysis
Strong Telephony background
Good IT skills in troubleshooting and ownership from begin to end

Other Required Skills

Excellent verbal and written communication skills
Good communication and presentation skills in English. English is used on a daily basis
Strong troubleshooting and problem solving skills
Ability to prioritize and execute tasks in a high-pressure environment
Self-motivated and directed, with keen attention to details
Team Player - ability to work well in a team-oriented, collaborative environment
Can handle stressful situations well.