Technical Support Engineer Voice Jobs Opening in Freelancer Hiring for multiple companies at DLF Cyber City, Hinjewadi, Noida-Others, Gurgaon, Pune, Noida

Shift: - It’s 24 x 7 operations, mostly night shifts. 

Total Experience: - 2 - 7 yrs. 

Accountabilities

o   Responsibilities

§  Work as a L2 for all the application and operating system related issue

§  Manage escalated technical issues 

§  Should work closely with end user to ensure 100% technical resolution

§  Involve all the stake holders whenever required, join conference call

§  Track all the escalation to gauge the technical knowledge of all the team members.

§  Design a training plan for all the team members including the new joiners. Train/groom the team.

§  Do case audits and provide feedback

§  Discuss/escalate JIRA with engineering team

§  Ensure team is up to date with process, procedure and technology.

§  Work on the root cause of the issue if issue is occurring repeatedly.

§  Escalate an issue to L3 if unable to resolve and keep customer informed about the update.

o   Application/Technical Support

§  Provide first line technical support

§  Talking to clients and computer users to determine the nature of problems

§  Answer queries promptly, professionally and knowledgeably on the phone/email

§  Maintain polite, professional attitude to all clients

§  Installing and configuring applications, software, systems, networks, printers and scanners

§  Investigating, diagnosing and solving computer software and hardware faults

§  Log all calls received on Salesforce accurately, efficiently and completely

§  Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complex problems

§  Provide timely updates to clients on existing queries.

§  Manage and take ownership of the resolution process for all customer related issues

§  Ensure the provision of consistently reliable and professional service by utilizing in depth technical and product knowledge and diagnostic skills

§  Develop expertise in the tools/Applications of client products that will lead to shorter resolution times.

§  Escalate issues across business technical divisions expediting solutions to complex client queries and provide end to end ownership of client issues

§  Undertake proactive calling to ensure customer satisfaction levels

§  Proactively monitor team and make adjustments to meet optimum performance levels and advocate consistently maintained procedures

§  Achieve individual & team desk targets

§  Maintain good working relationships with internal departments as well as 3rd party vendors

§  Demonstration of ownership of problems

Knowledge & Key Skills

o   Personal Qualities

§   Strong customer service and support focus with a desire to deliver a high quality service

§   Self-motivated and highly professional with ability to lead and take ownership and responsibility

§   Ability to multi-task, work under pressure and to tight deadlines

§   A desire to learn and improve skills and knowledge

§   Logical approach to problem solving

§   Fast learner, energetic and enthusiastic

§   Adaptable and flexible to business demands

§   Strong organizational and planning skills

§   Positive ‘can-do’ attitude

§   Team player

o   Functional Skills and Experiences

§   Experience working in technical support process

§   Good communication skills (verbal & Written)

§   6+ years’ experience in Application/Technical support

§   Extensive problem solving and troubleshooting skills

§   Ability to independently apply production upgrades and support the products and technologies

§   Experience in providing services to agreed SLA’s

§   Excellent interpersonal and communication skills

§   Flexible in working outside of core business hours at short-notice

o   Technical Skills and Experiences

§   OS:  - Linux servers (REDHAT & SLES) – must have Red Hat certification

§   Knowledge of:

          - Apache, Tomcat, NTP Server, RUNLEVELS, Linux File Structure, File permissions, DHCP, NIC bonding, Performance tuning, IP forwarding, Virtualization (VMWare)

          - Scripting (Perl, Shell & Bash)

          - awk, sed, grep, find, vim editor, less, lsof, mount,nfs, DRAC,ILO,RSA 

          -  Basic load balanced Linux cluster, Network bond and hands on experience on configuring high availability services

§   Database: - Basic knowledge of Oracle 10g,11,12 and good command on SQL queries 

- Install-upgrade database. Backup and restore, performance tuning, reorg, runstats,

§  Networking and hardware troubleshooting – LAN, Routing protocols, Tunnel, VPN

§  Storage: Tivoli storage manager, Hitachi storage manager, NAS, SAN, Tape drives

§   Knowledge of HL7/DICOM will be a Plus

§   Analyzing and understanding application/Eventviewer/Network logs

§   Experience troubleshooting medical domain application(RIS) will be a Plus

§   Tools ( Webex/Goto Assist/WireShark)

o   Documentation

§   Ensure incidents and problems are up-to-date

§   Ensure all technical and non-technical documentation is up-to-date

§   Contribute to management reports

1. What are the job requirements to apply for this Technical Support Engineer Voice job position?
   
   • Ans: A candidate must have a minimum of 2 to 3+ year experience as an Technical Support Engineer Voice


2. What is the qualification for this job?
   
   • Ans: The candidate can be a Graduate from any of the following: B.Com, BA, BCA, BE/B.Tech, BSc, CS
   
   
3. What is the hiring Process of this job?
   
   • Ans: The hiring process all depends on the company. Normally for an entry level, hiring the candidate has to go for Aptitude, GD (If they look for communication),Technical test and face to face interviews.
   
   
4. This Technical Support Engineer Voice is a work from home job?
   • Ans: No ,its not a Work from Home Job.
   
   
5. How many job vacancies are opening for the Technical Support Engineer Voice position?
   
   • Ans: There are immediate 1 job openings for Technical Support Engineer Voice in our Organisation.