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Technical Support Engineer

Chennai, TN
Job Code:
  • IT
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Job Details

Maintain the customer incident tracking system (Salesforce) with regular updates and resolution details. Information to include symptoms, diagnosis, actions and all relevant data.Participate in the creation of Knowledge Base articles, solutions and other related support collateral.To be the escalation support interface with customers and partners when necessary and to ensure that the company is represented in the most positive manner at all times. RequirementsBA or BS in Computer Science or Engineering, or related technical fields5+ years of software technical support and/or development, or other relevant experienceOperating systems Windows (7, XP, 2003, 2008) and UNIX (Solaris, Linux, others)TCP/IP NetworkingVoIPThorough knowledge and relevant experience in the following areas SIP and RTPAn excellent understanding of the SIP messages and responses (INVITE, REFER, ACK, BYE, 100 Trying, 180 Ringing, 200 OK, etc.), and the contents thereofAbility to interpret and trace through complex SIP call flowsSIP system components (media gateways, proxies, end-points, etc.)Codecs GIPS, G.711, G.729Contact Centre, CTI, PBX, ACD, IVR, CRMTelephony ISDN, E1/T1, SS7, CAS/CCS, QSIGFluent EnglishPerform 2nd level diagnosis, troubleshooting and resolution of complex customer issues on a range of software products and subsystems, in order To interface with Subject Matter Experts, where the problem cannot be resolved at a frontline support level.To help set the correct problem resolution expectations and to provide timely progress reports to the appropriate levels of the support organisation.Participate in a shift and on-call roster as necessary, to provide support coverage outside of standard business hours.Perform other related support duties, as required by the company.Attend training courses to sustain/enhance product knowledge and work in accordance with the policies and procedures outlined within the quality assurance documentation.Excellent problem determination and problem solving skillsMust be able to cope under pressure and work to stringent timelinesHave a technical background in accordance with the requirements set out below
Degree: M.Sc. (Science)

Additional Degree: B.Sc. (Science)

Experience: 5-10


Application Programming | Desktop Support | Quality Assurance/Testing | Systems Programming
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