Sr. Technical Support Engineer (ContactCenter) Job

JOB PURPOSE: Support & Implementation of EngHouse CCSP

RESPONSIBILITIES (INCLUDES ALL TASKS):
Working with our customers on providing professional services and technical support;
Designing and implementing next-generation VoIP-based call center platforms using the CosmoCall Universe product line.
Independently Conduct /Assist in demos & Proof of Concept of CCU solutions
Responsible for providing technical support and building on customer relations through timely break-fix and proactive health checks
Handling technical queries & objections will be a major part of job profile.
Handling Small projects independently.
Preparing reports and entering the same in the Helpdesk system, closing the Calls and adhering to Company Policies and Procedures.
Reporting to TL on daily basis for updating calls situation, escalation requirements, etc.
Any other reasonable duties that may be required from time to time

MANDATORY
Enterprise Windows ADS & Exchange environment including Windows Migrations, DNS/DHCP.
MS Platform resilient deployment (Cluster / Load Balance)
Server Hardware, RAID, Storage Basics
MS SQL Database Knowledge, Basic Level
NMS and System Monitoring Knowledge
Knowledge of Network and Telephony Protocols (TCP/IP, UDP, HTTP, SMTP)Protocol Analyzer (Ethereal, Sniffer, NetMon)H323, SIP
Enterprise Backup/Imaging and Anti-Virus solutions, SQL Maintenance Plans.
LAN/WAN/VLAN/VPN Knowledge
Server Virtualization Products
Previous experience in Field Service or Customer Support is an advantage.
Experience in working on any contact center solutions, preferably Genesys.

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Information above is Internshala's interpretation and paraphrasing of what we found on the shared link.