Tech Lead Technical Support Engineer

Support | Pune, India | INDIA

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 8+ 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.

 


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