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.



  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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