CODECLUSTER Pvt Ltd jobs - Technical Support Specialists

Hi,

• We are looking for 'Technical Support Specialists' to provide excellent customer service to our customer, one of North America’s leading information technology companies. 
• You will join an existing team of highly skilled technical support professionals where training and certifications are provided.

Responsibilities:

• Provision of first level top quality technical support, troubleshooting of Information Technology networks and PBX systems inclusive of ancillary equipment, e.g. voicemail
• Provide answers to questions from customers and perform initial triage on problem reports
• Ability to create a reproduction of customer environments in an onsite or remote lab
• The document, in detail, each customer interaction, e.g. site information, troubleshooting steps, etc., in a ticket management system(s)
• Provide timely and effective resolution of support requests in accordance with internal and external Service Level Agreements (SLA)
• Meet various SLA requirements based on measurable metrics
• Provide ongoing, regular updates to the client to keep them apprised of problem resolution progress
• Partnering to create and update technical documentation
• Ability to work a variety of shifts, e.g. week-ends, after hour pager coverage, evenings, etc.
• Personal Attributes:
• Logical and analytical approach to problem-solving
• Strong technical aptitude
• Solid work ethic
• Organized, independent, dependable, self-motivated, take ownership and initiative
• Fast/comprehensive learner - ability to come up to speed rapidly on new technologies
• Must be a team player with excellent collaborative skills
• Possess strong problem-solving skills
• Excellent English is written and oral communication skills
• Proven track record of successfully working on multiple cases/variety of issues within the same period
• Comfortable with phone interactions, i.e. excellent phone presence with a high degree of professional acumen
• Demonstrate best practices in customer-facing and interpersonal communications skills
• Education and Experience:
• Minimum B.E or B.Tech in a related discipline like communications and Information technology.
• Minimum 2 years of experience in the information technology field
• Technical Support experience considered an asset

• Microsoft MCSE, LINUX and/or CISCO certifications are considered a plus
• Experience with MS Server 2003 or 2008
• Working knowledge of VoIP, related protocols and standards
• 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
• 1 year or more of experience and knowledge of Telephony protocols and interfaces, T1, E1, PRI, QSIG and analogue trunking
• Experience in the high-tech environment, preferably in the telecommunications industry
• Hands-on experience with troubleshooting audio quality issues using IP packet analysis tools, e.g. Wireshark
• Possess a working knowledge of communications with email, telephone, wireless devices, text messaging and PC based Windows/Microsoft software applications suite (Word, Excel, etc.)
• We thank all candidates for their interest, however, only those selected for an interview will be contacted.

• Current CTC:
• Expected CTC:
• Notice Period:
• Please Note: We are looking for the candidates who can Join ASAP & shift time will be from 06:30 PM-03:30 AM.