Customer Support Engineer
Location: Bangalore, India
Dept/Division: Sales
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
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
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
Contact: [email protected]