Phonon.io - Senior Applications Support Engineer - Troubleshooting

17 hours ago

VadodaraBaroda, India Phonon Communications Pvt. Ltd. Full time

Company Description :

Phonon Communications Pvt Ltd, located in Vadodara, is a pioneer in hosted telecom software technology.

Our telecom applications, including click-to-call, hosted inbound IVR systems, automated outbound dialer systems, virtual number services, SMS-to-call, and hosted PBXs, are utilized by leading enterprises in India.

We specialize in helping firms increase online sales leads and campaign ROI through our flagship click-to-call services.

Role Description :

This is a full-time on-site role for a Senior Application Support Engineer at Phonon Communications Pvt Ltd.

The role involves tasks such as providing technical support, troubleshooting, and maintaining analytical skills to resolve customer issues efficiently.

The position also requires excellent customer support and service delivery along with demonstrated leadership capability of leading a team.

Key Responsibilities :

- Provide technical support and troubleshooting for telecom applications.

- Collaborate with customers to identify, diagnose, and resolve technical issues.

- Perform log checking, log analysis, and database queries (SQL and NoSQL).

- Utilize Linux and Shell Scripting for system maintenance and troubleshooting.

- Ensure adherence to ITIL-based technical support practices.

- Maintain detailed documentation of support processes and issue resolutions.

- Continuously improve support procedures and enhance customer satisfaction.

- Manage a team of application support engineers to provide customer centric support as per SLAs.

Qualifications :

- 8+ years of experience in a Application Support role.

- Bachelor's / master's degree in Information Technology, Computer Science, or related field

- Technical Support and Troubleshooting skills

- Analytical Skills, Strong communication and interpersonal skills

- Excellent problem-solving abilities

- Proficiency in log checking and log analysis.

- Expertise in database queries (SQL and NoSQL).

- Strong knowledge of Linux and Shell Scripting.

- Familiarity with ITIL-based technical support practices.

If you have a passion for technology and a proven track record in technical support, we invite you to join our dynamic team and contribute to our success.

Location : Vadodara, Gujarat

Type : Full-Time, On-Site

(ref:hirist.tech)

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