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Tier 2.5 Mobile Support Engineer

Bengaluru, KA
Job Code:
  • IT
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Job Details

Job Description Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature.QualificationsBasic QualificationsExpertise supporting desktop, mobile, and web-based software Minimum of 5 years technical support as a Tier 1 agent or enhanced role (Tier 2, quality, training, etc)Ability to recognize and address sensitive issues prior to customer escalation Excellent verbal communication skills, with neutral accentExcellent written communication skills Technical QualificationsCandidate must show fundamental technical knowledge areas in Microsoft Windows Operating Systems and OfficeNetwork Connectivity Mobile operating systems and versions (Android and iOS)GSM and CDMA devices 3G, 4G networkingUnderstanding basic terms IMEI, MSISDN, GPS etc. Primary Duties and ResponsibilitiesCollaborate with Intel mobile engineers, product managers, partner support, and marketing to optimize services and products for our customers Support, triage, and troubleshoot customer support issues for Intel security mobile applicationsFix issues as needed and work with Senior teams to address them Work with directly with customers to identify and replicate problemsSecondary Duties and Responsibilities Develop support documentation for Tier 1 \ Tier 2 supportDevelop support documentation as required by the application support teams for acceptance of systems changes into production Run/manage meetings, and training/coachingMaintain technical skills and expertise through continuing education and training Collaborate/partner with other teams including Testing, Release Management, Project Management, and Application Support for successful delivery of systems enhancements
Additional Degree: BE/ B.Tech (Engineering)

Experience: 2-7


Customer Support | H/W Installation/Maintenance | Network Planning
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