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Customer Support Engineer
Location: Bangalore, India
Dept/Division: Sales |
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| Job Description |
- Receives and logs support calls. Works with customer to assign initial severity level to the problem and initiates the case resolution workflow
- May perform first or second level problem determination to identify and isolate failure point including hardware, network, application, training and / or documentation
- Works as part of a high performance support team to ensure that system enhancements and defect corrections work properly and meet the user’s requirements
- Assists in user notifications of changes to the application
- Closes completed call process by notifying interested parties
- Resolves product support questions, issues, and failures
- Support the infrastructure, telecom, and internal systems and applications as directed
- Assists management in controlling costs. Reports expenses in a timely manner. Reports unexpected costs to management
- Anticipates and identifies issues that may prevent deliverables
- Ensures compliance with standards, methodologies, and techniques
- Assist in project planning, including capacity, time, growth factors, communication requirements, space, etc.
- Works on multiple, concurrent tasks. May lead projects or team efforts as assigned
- Identifies project coordination problems, suggests solutions and escalates issues appropriately
- Works independently with little supervision; prioritizes project steps, milestones and time requirements to complete projects
- Escalates as required to maintain company performance standards
- Supports engineering in working higher level problems
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| Required Skills/Experience |
- Bachelor's degree and 2-5 years related experience and/or training, or, equivalent combination of education and experience
- Experience managing and troubleshooting, wireless products, Linux or Unix systems, data communications equipment – combined experience preferred
- Network management, scripting, and configuration experience; and Microsoft NT/Windows 2000 server, Microsoft Exchange, Novell, Oracle, and Microsoft SQL Server; and supporting storage and backup management preferred
- Experience providing level 1 and 2 support in a customer support desk setting preferred
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| Job Responsibilities |
- Assist customers with technical support questions and problems via phone and email
- Log support issues in ticketing system
- Escalate urgent problems requiring more in-depth knowledge to appropriate internal resources
- Ensure that all support issues are resolved in a timely fashion
- Maintain active knowledge of Aperto Networks products and solutions
- Maintain application notes, knowledge base and technical documents
- Perform software and/or hardware product testing when necessary
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| Contact: [email protected] |
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