Technical Support Engineer

Job Summary

Verint are for Technical Support for Tier 2 Infra Support team who provided end to end troubleshooting of product issues. Provide consulting and Knowledge transfer to Tier 1 as well as field engineers.

Key Accountabilities

• Tier 2 support of Infra related issues
• Excellent verbal and written English communication Skills
• Good customer management skills and analytical skills.
• End to end ownership of all product related issues
• Customer handling (Internal and External)
• Open to work in 24x7 environment.
• Knowledge transfer to peers
• Handle case escalations

People Specification

• Experience of providing technical post-sales support service to clients, preferably gained from within the contact center environment
• Expertise in any of two areas mentioned below along with very good communication and customer handling skills.
• Network (Wireshark/Cisco/Avaya).
• SQL
• Security (SSL/certificate)
• Installation & configuration (experience installing product X, troubleshooting installation issues).
• Supporting complex product/ experience with supporting enterprise product.
• System engineer/product support/network engineer
• Troubleshooting webserver issues (IIS,Weblogic,Tomcat,Apache)
• Administration and maintenance of Enterprise level Application will be an added advantage
• Experience in log analysis, preferably with enterprise level application servers
• Strong communication skills written and verbal experience in documenting customer issues with ability to tailor the explanation of technical concepts to the audience, may be required to author technical articles to document found solutions
• Knowledge on Web Servers (IIS, Web logic, Apache Tomcat) would be plus
• Good knowledge of Windows operating System (Active Directory, DNS, DHCP) would be plus
• Be required to participate in on-call rotations