Support Engineer
Support Engineer
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Job Description
The organization is a digital technology and customer experience services company committed to disrupting the industry with boundless agility humancentered innovation and relentless focus on driving client outcomes. It helps ambitious growthoriented companies across industries stay ahead of the curve by leveraging its diverse talent of over 11700 fulltime employees across 20 global locations.The organization has emerged as one of the most awarded and analystaccredited companies in its revenue range.
Job Details
- Experience required:Minimum 2 years of experience in TAC Environment.
- Compensation Bracket: Max upto 9LPA
- Qualifications: BE/B.Tech/Graduation in computer science or related field.
- Work Location: Chennai (WFO)
Job Responsibilites
- Work/Troubleshoot all inbound interactions (Chat email Call) from customers.
- Timely handoff (escalation) of cases that require technical assistance to NOC etc.
- Manage his backlog efficiently with a focus on customer satisfaction and first call
- resolution.
- Other team player activities like contributing to KB notifying/discuss on any process
improvement or best practices Sharing/upgrading tech and product expertise
- Good Knowledge of protocols like OSI Layers DHCP DNS TCP/IP VOIP UDP SIP RTP SRTP WebRTC.
- Intermediate understanding of switching OSI Model MAC Addressing Subnetting TCP Ping/Traceroute telnet Routing.
- Basic to intermediate understanding of QOS settings NAT firewall T1 ISDN LinuxSBC.
- Exposure and understanding of video conferencing IM Voicemail DID carriers knowledge of VOIP and SIP.
- Knowledge of UCaaS CPaaS platform cloud Contact center Integrations like MSteams and analysis tools like Wireshark etc.
- Familiar with Salesforce Service Cloud or similar CRM systems KB systems and Customer portals for case management.
Employment Type
Full Time
Company Industry
Key Skills
- Ruby
- Mac Os
- Computer Networking
- Windows
- TCP
- Customer Support
- Linux
- Shell Scripting
- VPN
- Dns
- Technical Support
- Troubleshooting
