Noble Systems jobs - Support Engineer

At Noble Systems, we’ve worked hard to not only deliver industry-leading contact center solutions, but to build a culture of innovation and teamwork. We employ a team of highly accomplished, passionate technologists who contribute to the overall success of our company and our customers — and we’re growing. Noble Systems is hiring a Support Engineer to join our Support department.

The role:

The successful candidate will work within the existing support team in collaboration with our international support division. The primary focus will be on supporting customers experiencing technical issues with our proprietary software suite, Cloud delivery platform and on premise server deployments.

Summary

• Provides technical support to all customers who call in to Noble Systems requesting support.
• Provides engineering throughout the organization as required other internal departments and under the direction of the IT Manager (India).
• Perform troubleshooting steps and upgrading application as and when required.
• Performs on-site installation and Maintenance of computer equipment.
  

Duties and Responsibilities include the following:

• Develop various features as defined in requirements or design documentation, or otherwise needed.
• Perform Unit, Integration and other tests as necessary to ensure software operations and quality.
• Setup of third-party equipment as needed for testing and implementing features.
• Analyze the customer problem using resources necessary.
• Ensure proper note keeping within the company SLX system
• If possible, fix the customer’s problem within the first call.
• Ensure you keep to the companies IT policies and procedures regarding fault escalation
• Ensure customers are updated regarding existing open faults
• Assist with maintenance of office Network and IT operations as directed by the IT Manager
• Assist with Project Management duties
• Assist with technical documentation creation and updates where necessary
• Assist in the Development of FDS documentation
• Assist the Trainer where necessary and as directed
• Assist in the preparation or delivery of training at customer site or Noble Office
• Responds to technical customer support issues requiring on-site assistance; typically hardware related
• Completes, maintains and completes pertinent technical assistance request records, including site visit documentation
• In-house cross training with other departments
• In-house training on Noble hardware and software
• Ensures that implementation policies, procedures and schedules at customer sites are clearly followed throughout the implementation process.
• Documentation of the product and system implementations including knowledge base documentation
• Maintains time and project information in the appropriate application.
• Provides development with product defects information through appropriate systems.
• Maintains problem tracking information in ticketing system.
• Provides internal and external training on Noble products.
• Provides support services to internal and external clients as directed.
• Installs Noble systems provided hardware and software at customer sites.
• Interacts closely with Project Management throughout every step of the implementation process
• Will require traveling within India and International as required for company projects.
• Will require working in rotational shifts as per company requirement.
• Ability to handle stress
• Other duties may be assigned
  

The following are knowledge requirements for this position:

• UNIX/LINUX knowledge is must
• Asterisk / Telephony experience is preferred
• Ability to speak fluent English is essential.
• Call Center Technical experience is preferred
• knowledge on Database is preferred
• Shell Scripting and pearl scripting knowledge is preferred
• Hardware knowledge
• PC knowledge including Windows.
  

The essential physical job requirements for this position are:

• Sitting, Seeing, Talking, Hearing, Handling.
• The specific vision ability required by this position is close vision.
• The employee is regularly required to talk and/or hear.
• The employee must occasionally lift and/or move items up to 10 pounds
• May require work after hours and on weekends.