Technical Support Specialist

2 weeks ago

Mumbai, Maharashtra, India 2coms Full time

Job Title: Technical Support Specialist

Job Summary: We are seeking a skilled Technical Support Specialist to join our team at 2coms. As an Implementation Engineer, you will be responsible for resolving and reporting on customer/vendor queries and problems of medium to large complexity.

Key Responsibilities:

  • Resolve and report on customer/vendor queries and problems of medium to large complexity.
  • Troubleshoot and quickly diagnose less complex problems in accordance with the Service Level Agreement (SLA)/key performance indicators and propose measures to prevent recurrence.
  • Provide support on all technical problems within own area of expertise through the provision of telephone or online support.
  • Work with the customer/vendor/partners to establish the root cause of problems and provide end-to-end service support retaining ownership of a case by resolving it individually or escalating it in accordance with the SLA.
  • Deliver support service packages for the local customer community according to package specifications and gather feedback from customers for service improvement purposes.
  • Perform project management role for selected projects.

Requirements:

  • Fluent in English; other Asian languages will be an advantage.
  • Good knowledge of AIX, Linux, Windows Server.
  • Good knowledge of TCP/IP networking technologies including routers, VPN, firewalls, etc.
  • Knowledge of Perl, Java, XML, Ant, Bash, JIRA, Amazon EC2, and Hudson is an asset.
  • Knowledge of SWIFT Systems SAA/SAG/SNL/API SDK and MicroGateway is an asset.
  • Knowledge of database and security technologies is an asset.
  • Knowledge of Alliance interfaces is an asset.
  • Strong analytical skills.
  • Excellent communication, coordination, and planning skills.
  • Be able to work under pressure at customer location.
  • A team player, willing to work in a multicultural environment.

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