Intertec Systems - Technical Support Engineer - Network Protocols (5-8 yrs)

JOB PURPOSE : Support & Implementation of EngHouse CCSP.

RESPONSIBILITIES (INCLUDES ALL TASKS) :

- Working with our customers on providing professional services and technical support.

- Designing and implementing next-generation VoIP-based call center platforms using the CosmoCall Universe product line.

- Independently Conduct /Assist in demos & Proof of Concept of CCU solutions.

- Responsible for providing technical support and building on customer relations through timely break-fix and proactive health checks.

- Handling technical queries & objections will be a major part of job profile.

- Handling Small projects independently.

- Preparing reports and entering the same in the Helpdesk system, closing the Calls and adhering to Company Policies and Procedures.

- Reporting to TL on daily basis for updating calls situation, escalation requirements, etc.

- Any other reasonable duties that may be required from time to time.

MANDATORY :

- Enterprise Windows ADS & Exchange environment including Windows Migrations, DNS/DHCP.

- MS Platform resilient deployment (Cluster / Load Balance).

- Server Hardware, RAID, Storage Basics.

- MS SQL Database Knowledge, Basic Level.

- NMS and System Monitoring Knowledge.

- Knowledge of Network and Telephony Protocols (TCP/IP, UDP, HTTP, SMTP).

- Protocol Analyzer (Ethereal, Sniffer, NetMon).

- H323, SIP.

- Enterprise Backup/Imaging and Anti-Virus solutions, SQL Maintenance Plans.

- LAN/WAN/VLAN/VPN Knowledge.

- Server Virtualization Products.

- Previous experience in Field Service or Customer Support is an advantage.

- Experience in working on any contact center solutions, preferably Genesys.