Senior Support Engineer

Senior Support Engineer To provide first and second line support of customer installations To provide technical support to end users To minimize the level of support issues that are routed to GCS/L3 Teams To take overall support ownership including testing and delivery of software changes to the Objectives installations Skills Proven track record as a support troubleshooter (L2/L3) Having experience of direct exposure to the customer and demonstrated excellence in support Has worked (supported systems) and familiar with Unix, Shell Scripting, Oracle, SQL Good understanding of Helpdesk Systems, SLA management Excellent communication (verbal/written) skills 1-2 years of development/programming experience preferred but not essential Understanding of GSM Networks desirable Languages: English Key Tasks Delivering support to SLAs Keeping accurate logs of issues using a ticket management system Responsible for on-going maintenance of customer systems Analyzing and troubleshooting incidents to identify problem areas; Providing workarounds or resolutions, if possible, to clear reported problems; Taking ownership of incident reports in the Customer's helpdesk system from L1 support Providing updates to L1 support on the status of incidents; Raising Defect reports with Evolving Systems Global Customer Support in the event a Defect is confirmed to be with the software; Receiving interim and final resolutions from Evolving Systems; Testing and validating received resolutions; Writing Method of Procedure (MOP) or other process documents and providing assistance to L1 support in applying the resolutions provided by Global Customer Support to the production system; Providing root cause analysis (RCA) to L1 support Qualification: Bachelor's/Masters Degree in Computer Science or a related technical discipline, or the equivalent combination of education Location: India Experience: Minimum 3 years of support related experience, preferably in the telecom domain