High-Level Technical Support Specialist

2 weeks ago

Chennai, Tamil Nadu, India beBeeImplementation Full time ₹ 1,04,000 - ₹ 1,30,878
Technical Implementation Specialist

The role of a Technical Implementation Specialist is to provide high-level technical support to clients, including remotely supporting clients within service level agreements (SLAs); installing and configuring software and hardware, resolving incidents, performing root cause analysis and adhering to any related processes such as change management.

This position is involved in complex environments for installation, configuration and fault management.

Responsibilities include interacting with clients on site to meet complex requirements of a solution; escalating unresolved problems and issues to the relevant third parties; responding to escalated client requests and supporting client applications to a first line resolution; escalating complex problems to the relevant third parties; writing reports and proposals and completing and maintaining project documentation; assisting with the documentation of standard operating procedures relating to installations and fixes; acting as a coach and mentor to more junior Implementation Engineers and Technicians; assuming responsibility for the coordination of the activities of the Engineers, in line with performance targets; may be required to serve periodically on the customer service desk, providing third line telephonic, remote and on-site support and problem management; included in higher complexity design work, with input to the design expected; expected to take ownership of relevant technologies according to domain or specialization.

Key skills and qualifications include a seasoned understanding and appreciation of technical design and business principles; demonstrates seasoned project management and administration ability; seasoned project skills which are demonstrated in the execution of installations and other assignments; excellent customer engagement skills; demonstrates seasoned domain specialist knowledge; excellent verbal communication skills; client focused and displays a proactive approach to solving problems; ability to work under pressure and meet deadlines; ability to coach, mentor and provide guidance to team members.

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