Tier 2 Technical Support Specialist
Location
Bangalore | India
Job description
Job description
- Remote Technical Support resources are Individual contributors (ICs) who provide remote postsales support of software and/or hardware systems, subsystems and/or applications for Customers or field personnel utilizing telephone and remote diagnostic capabilities.
- Supplier Tier 2 remote Technical Support resources are required to have a basic level of technical knowledge to enable provision of support to end user installations, configurations, upgrades and migrations through basic problem solving and troubleshooting.
- They are trained to resolve known problems and to fulfill service requests by following documented standard operating procedures (SOP) or scripts.
- Support may include supporting 3rd party products. Tier 2 resources support and solve common issues faced by Customers such as user issues, providing detailed product information and fulfilling service desk requests, e.g. password resets, alarm acknowledgement and provide some basic troubleshooting by using decision trees, knowledge articles and/or FAQs relating to the issue.
Qualifications, Knowledge, Skills, Experience
- a) MS Server working experience
- b) Five (5) year of experince supporting Avaya Products
- c) Five (5) or more years customer service experience
- d) sound soft skills and be extremely customer focused with a high level of empathy
- e) working knowledge of VoIP, related protocols and standards preferred
- f) three to five (3- 5) years experience/knowledge of Data Networking
- g) knowledge, understanding and practical application of technologies, protocols and related standards including layer 3 switching (OSI model), TCP/IP, Ethernet, LAN, WAN and IP routers
- h) three (3) or more years experience and knowledge of Telephony protocols and interfaces, T1, E1, PRI, QSIG and analog trunking
- i) a complete understanding of the technologies and protocols that are required to deploy and manage a distributed architecture, e.g. numerous devices connected across an IP network
- j) experience/knowledge of the Avaya Contact Center environment, including call flow, CTI integration and Reporting
- k) a complete understanding of current telephony applications and the vendors that supply the applications including Collaboration and Conferencing, ACD, IVR, CTI and IM
- l) knowledge, understanding and practical application of basic computer systems including disk management, file systems, memory management and related concepts.
Key Responsibilities
- Technical troubleshooting and resolution of escalated issues
Open defects quickly where appropriate to avoid impact to Engineering SLAs - Customer Interaction - call the customer within the established guidelines and ensure case notes are updated
- Co-ordinate, collect and analyze required traces/logs for debugging
- Testing and validation of configuration, software version and fixes for field problems remotely to the extent possible
- Deep level debugging, problem isolation
- On call rotation if deemed a requirement
- Remote support for execution of Release/Patch upgrades
- Support Knowledge Base (KB) management by creating, modifying and updating KB articles
- Adhere to Carousel process and policy, such as documenting changes/closure, status updates, etc.
- Escalate to Avaya as necessary
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