GPS
SOLUTIONS

Tech Lead Technical Support Engineer

Support | Pune, India | INDIA

Key Responsibilities:

  • Troubleshoot issues by resolving them with maximum customer satisfaction.
  • Take full ownership on customer problem/cases, monitor for proper and on time feedback.
  • Document and track all problems, enquires and events in the CRM system.
  • Act as a front line T2 technical contact to interact with customers (business partners and direct customers)
  • Install NICE product update packs and hot fixes.
  • Analyze issues, solve or escalate to the next support level.

 

Qualifications:

  1. BE or B.Sc. in Computer Science, Electrical Engineering or related technical degree preferred.
  2. Strong troubleshooting and problem solving skills
  3. Excellent communication (Written and Verbal) / interpersonal skills
  4. A strong aptitude for investigation, analysis and problem solving
  5. Team Player - ability to work well in a close team environment
  6. Customer support experience, international is advantage
  7. Flexibility in working hours required (24/7 Environment) including working in shifts

 

Technical Requirements: (at least 3 of the below are a MUST)

  1. Minimum 3 years technical experience with Windows Platforms and Active directory as a System\Application administrator.
  2. Thorough understanding of the Windows Operating Systems (2003/2008), installation and configuration - particularly how to setup Windows networking, user permissions, Group Policy, Login scripts etc.
  3. Networking experience. (including analyzing IP network traces using networking tools , example Wireshark)
  4. Basic Knowledge and experience in MS SQL (2000, 2005, 2008, 2012): Database structure, administration, performance tuning and scripting.
  5. Previous experience as Applications Support Engineer in a large international company – an advantage

 


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