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L2 TECHNICAL SUPPORT ENGINEER

    INTERNATIONAL TECHNICAL VOICE ,


Job Summary

    <span lang="EN-AU" style="font-family:"Calibri","sans-serif";mso-ascii-theme-font:minor-latin; mso-hansi-theme-font:minor-latin;mso-bidi-font-family:"Times New Roman"">L2 Technical Support Engineer<o:p></o:p>

    <span lang="EN-AU" style="font-size:14.0pt;font-family:"Calibri","sans-serif";mso-ascii-theme-font: minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-font-family:"Times New Roman"; color:#548DD4;mso-themecolor:text2;mso-themetint:153">Primary Purpose of the role<o:p></o:p>

    <span lang="EN-AU" style="font-family:"Calibri","sans-serif"; mso-ascii-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-font-family: "Times New Roman"">Technical Support Engineer<span lang="EN-AU" style="font-size:11.0pt;font-family:"Calibri","sans-serif";mso-ascii-theme-font: minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-font-family:"Times New Roman""> guides the successful delivery of technical support functions to customers by taking incoming phone calls and tickets, applying diagnostic techniques, completing problem-solving processes, managing customer accounts, and forwarding customer enquiries to appropriate teams.<o:p></o:p>

    <span lang="EN-AU" style="font-size:11.0pt;font-family: "Calibri","sans-serif";mso-ascii-theme-font:minor-latin;mso-hansi-theme-font: minor-latin;mso-bidi-font-family:"Times New Roman""> <o:p></o:p>

    <!--[if !supportLists]--><span lang="EN-AU" style="font-size: 10.0pt;mso-bidi-font-size:11.0pt;font-family:Symbol;mso-fareast-font-family: Symbol;mso-bidi-font-family:Symbol">·         <!--[endif]--><span lang="EN-AU" style="font-size:11.0pt; font-family:"Calibri","sans-serif";mso-ascii-theme-font:minor-latin;mso-hansi-theme-font: minor-latin;mso-bidi-font-family:"Times New Roman"">Record technical issues and service requests, diagnosed and resolved incidents and problems. Escalating issues as appropriate.<o:p></o:p>

    <!--[if !supportLists]--><span lang="EN-AU" style="font-size: 10.0pt;mso-bidi-font-size:11.0pt;font-family:Symbol;mso-fareast-font-family: Symbol;mso-bidi-font-family:Symbol">·         <!--[endif]-->Interact with customers and peers to resolve customer technical issues with content security products. Contact vendors as appropriate for products faults, bugs and patch releases.<span lang="EN-AU" style="font-size:11.0pt;font-family:"Calibri","sans-serif"; mso-ascii-theme-font:minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-font-family: "Times New Roman""><o:p></o:p>

    <!--[if !supportLists]--><span lang="EN-AU" style="font-size: 10.0pt;mso-bidi-font-size:11.0pt;font-family:Symbol;mso-fareast-font-family: Symbol;mso-bidi-font-family:Symbol">·         <!--[endif]--><span lang="EN-AU" style="font-size:11.0pt; font-family:"Calibri","sans-serif";mso-ascii-theme-font:minor-latin;mso-hansi-theme-font: minor-latin;mso-bidi-font-family:"Times New Roman"">Monitor and report public and private platform inventories in accordance with corporate requirements.<o:p></o:p>

    <!--[if !supportLists]--><span lang="EN-AU" style="font-size: 10.0pt;mso-bidi-font-size:11.0pt;font-family:Symbol;mso-fareast-font-family: Symbol;mso-bidi-font-family:Symbol">·         <!--[endif]--><span lang="EN-AU" style="font-size:11.0pt; font-family:"Calibri","sans-serif";mso-ascii-theme-font:minor-latin;mso-hansi-theme-font: minor-latin;mso-bidi-font-family:"Times New Roman"">Manage priority incidents or issues by notifying management, organise and attend conference calls to engage further support as needed.<o:p></o:p>

    <!--[if !supportLists]--><span lang="EN-AU" style="font-size: 10.0pt;mso-bidi-font-size:11.0pt;font-family:Symbol;mso-fareast-font-family: Symbol;mso-bidi-font-family:Symbol">·         <!--[endif]--><span lang="EN-AU" style="font-size:11.0pt; font-family:"Calibri","sans-serif";mso-ascii-theme-font:minor-latin;mso-hansi-theme-font: minor-latin;mso-bidi-font-family:"Times New Roman"">Maintain and update internal and external documentations for products and platforms<o:p></o:p>

    <span lang="EN-AU" style="font-size:11.0pt;font-family:"Calibri","sans-serif";mso-ascii-theme-font: minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-font-family:"Times New Roman"">                                                                                                                                                          <o:p></o:p>

    <span lang="EN-AU" style="font-size:11.0pt;font-family:"Calibri","sans-serif";mso-ascii-theme-font: minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-font-family:"Times New Roman"; color:#548DD4;mso-themecolor:text2;mso-themetint:153">Key accountabilities<o:p></o:p>

    <!--[if !supportLists]--><span lang="EN-AU" style="font-size:11.0pt;font-family:Symbol;mso-fareast-font-family: Symbol;mso-bidi-font-family:Symbol">·         <!--[endif]--><span lang="EN-AU" style="font-size:11.0pt; font-family:"Calibri","sans-serif";mso-ascii-theme-font:minor-latin;mso-hansi-theme-font: minor-latin;mso-bidi-font-family:"Times New Roman"">Establish and maintain a standard set of practices, processes and templates for managing service delivery consistently and efficiently to improve customer satisfaction.<o:p></o:p>

    <!--[if !supportLists]--><span lang="EN-AU" style="font-size:11.0pt;font-family:Symbol;mso-fareast-font-family: Symbol;mso-bidi-font-family:Symbol">·         <!--[endif]--><span lang="EN-AU" style="font-size:11.0pt; font-family:"Calibri","sans-serif";mso-ascii-theme-font:minor-latin;mso-hansi-theme-font: minor-latin;mso-bidi-font-family:"Times New Roman"">Collect, consolidate and analyse incident and requests data to provide proactive and effective decision making.<o:p></o:p>

    <!--[if !supportLists]--><span lang="EN-AU" style="font-size:11.0pt;font-family:Symbol;mso-fareast-font-family: Symbol;mso-bidi-font-family:Symbol">·         <!--[endif]--><span lang="EN-AU" style="font-size:11.0pt; font-family:"Calibri","sans-serif";mso-ascii-theme-font:minor-latin;mso-hansi-theme-font: minor-latin;mso-bidi-font-family:"Times New Roman"">Monitor and report on compliance with established standards to ensure the organisation adheres to agreed policies and standards<o:p></o:p>

    <!--[if !supportLists]--><span lang="EN-AU" style="font-size:11.0pt;font-family:Symbol;mso-fareast-font-family: Symbol;mso-bidi-font-family:Symbol">·         <!--[endif]--><span lang="EN-AU" style="font-size:11.0pt; font-family:"Calibri","sans-serif";mso-ascii-theme-font:minor-latin;mso-hansi-theme-font: minor-latin;mso-bidi-font-family:"Times New Roman"">Develop and deliver services and support project and program management capability<o:p></o:p>

    <span lang="EN-AU" style="font-size:11.0pt;font-family: "Calibri","sans-serif";mso-ascii-theme-font:minor-latin;mso-hansi-theme-font: minor-latin;mso-bidi-font-family:"Times New Roman""> 

    <span lang="EN-AU" style="font-size:11.0pt;font-family:"Calibri","sans-serif";mso-ascii-theme-font: minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-font-family:"Times New Roman"; color:#548DD4;mso-themecolor:text2;mso-themetint:153">Key challenges<o:p></o:p>

    <!--[if !supportLists]--><span lang="EN-AU" style="font-size:11.0pt;font-family:Symbol;mso-fareast-font-family: Symbol;mso-bidi-font-family:Symbol">·         <!--[endif]--><span lang="EN-AU" style="font-size:11.0pt; font-family:"Calibri","sans-serif";mso-ascii-theme-font:minor-latin;mso-hansi-theme-font: minor-latin;mso-bidi-font-family:"Times New Roman"">Manage interdependencies and balance competing demands to ensure objectives are delivered<o:p></o:p>

    <!--[if !supportLists]--><span lang="EN-AU" style="font-size:11.0pt;font-family:Symbol;mso-fareast-font-family: Symbol;mso-bidi-font-family:Symbol">·         <!--[endif]--><span lang="EN-AU" style="font-size:11.0pt; font-family:"Calibri","sans-serif";mso-ascii-theme-font:minor-latin;mso-hansi-theme-font: minor-latin;mso-bidi-font-family:"Times New Roman"">Ensure customer service deliverables are efficient and effective whilst aligned to business needs<o:p></o:p>

    <!--[if !supportLists]--><span lang="EN-AU" style="font-size:11.0pt;font-family:Symbol;mso-fareast-font-family: Symbol;mso-bidi-font-family:Symbol">·         <!--[endif]--><span lang="EN-AU" style="font-size:11.0pt; font-family:"Calibri","sans-serif";mso-ascii-theme-font:minor-latin;mso-hansi-theme-font: minor-latin;mso-bidi-font-family:"Times New Roman"">Adhering to platforms and product service level agreements <o:p></o:p>

    <span lang="EN-AU" style="font-size:11.0pt;font-family: "Calibri","sans-serif";mso-ascii-theme-font:minor-latin;mso-hansi-theme-font: minor-latin;mso-bidi-font-family:"Times New Roman""> 

    <span lang="EN-AU" style="font-size:11.0pt;font-family:"Calibri","sans-serif";mso-ascii-theme-font: minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-font-family:"Times New Roman"; color:#548DD4;mso-themecolor:text2;mso-themetint:153">Key relationships<o:p></o:p>

    <span lang="EN-AU" style="font-size:11.0pt;font-family:"Calibri","sans-serif";mso-ascii-theme-font: minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-font-family:"Times New Roman"">Internal<o:p></o:p>

    <!--[if !supportLists]--><span lang="EN-AU" style="font-size:11.0pt;font-family:Symbol;mso-fareast-font-family: Symbol;mso-bidi-font-family:Symbol">·         <!--[endif]--><span lang="EN-AU" style="font-size:11.0pt; font-family:"Calibri","sans-serif";mso-ascii-theme-font:minor-latin;mso-hansi-theme-font: minor-latin;mso-bidi-font-family:"Times New Roman"">Manager<o:p></o:p>

    <!--[if !supportLists]--><span lang="EN-AU" style="font-size:11.0pt; font-family:"Courier New";mso-fareast-font-family:"Courier New"">o   <!--[endif]--><span lang="EN-AU" style="font-size:11.0pt; font-family:"Calibri","sans-serif";mso-ascii-theme-font:minor-latin;mso-hansi-theme-font: minor-latin;mso-bidi-font-family:"Times New Roman"">Escalate issues, keep informed, advise and receive instructions<o:p></o:p>

    <!--[if !supportLists]--><span lang="EN-AU" style="font-size:11.0pt; font-family:"Courier New";mso-fareast-font-family:"Courier New"">o   <!--[endif]--><span lang="EN-AU" style="font-size:11.0pt; font-family:"Calibri","sans-serif";mso-ascii-theme-font:minor-latin;mso-hansi-theme-font: minor-latin;mso-bidi-font-family:"Times New Roman"">Contribute to the provision of advice and guidance on service management and implementation of initiatives<o:p></o:p>

    <!--[if !supportLists]--><span lang="EN-AU" style="font-size:11.0pt;font-family:Symbol;mso-fareast-font-family: Symbol;mso-bidi-font-family:Symbol">·         <!--[endif]--><span lang="EN-AU" style="font-size:11.0pt; font-family:"Calibri","sans-serif";mso-ascii-theme-font:minor-latin;mso-hansi-theme-font: minor-latin;mso-bidi-font-family:"Times New Roman"">Service Delivery and Operations Team<o:p></o:p>

    <!--[if !supportLists]--><span lang="EN-AU" style="font-size:11.0pt; font-family:"Courier New";mso-fareast-font-family:"Courier New"">o   <!--[endif]--><span lang="EN-AU" style="font-size:11.0pt; font-family:"Calibri","sans-serif";mso-ascii-theme-font:minor-latin;mso-hansi-theme-font: minor-latin;mso-bidi-font-family:"Times New Roman"">Inspire, guide, support and motivate team<o:p></o:p>

    <!--[if !supportLists]--><span lang="EN-AU" style="font-size:11.0pt; font-family:"Courier New";mso-fareast-font-family:"Courier New"">o   <!--[endif]--><span lang="EN-AU" style="font-size:11.0pt; font-family:"Calibri","sans-serif";mso-ascii-theme-font:minor-latin;mso-hansi-theme-font: minor-latin;mso-bidi-font-family:"Times New Roman"">Encourage team to work collaboratively to contribute to achieving the team’s business outcomes<o:p></o:p>

    <!--[if !supportLists]--><span lang="EN-AU" style="font-size:11.0pt; font-family:"Courier New";mso-fareast-font-family:"Courier New"">o   <!--[endif]--><span lang="EN-AU" style="font-size:11.0pt; font-family:"Calibri","sans-serif";mso-ascii-theme-font:minor-latin;mso-hansi-theme-font: minor-latin;mso-bidi-font-family:"Times New Roman"">Contribute to the provision of advice and guidance on service and process improvement<o:p></o:p>

    <span lang="EN-AU" style="font-size:11.0pt;font-family:"Calibri","sans-serif";mso-ascii-theme-font: minor-latin;mso-hansi-theme-font:minor-latin;mso-bidi-font-family:"Times New Roman"">External<o:p></o:p>

    <!--[if !supportLists]--><span lang="EN-AU" style="font-size:11.0pt;font-family:Symbol;mso-fareast-font-family: Symbol;mso-bidi-font-family:Symbol">·         <!--[endif]--><span lang="EN-AU" style="font-size:11.0pt; font-family:"Calibri","sans-serif";mso-ascii-theme-font:minor-latin;mso-hansi-theme-font: minor-latin;mso-bidi-font-family:"Times New Roman"">Clients/customers - Provide information and guidance about customer requests<o:p></o:p>

    <!--[if !supportLists]--><span lang="EN-AU" style="font-size:11.0pt;font-family:Symbol;mso-fareast-font-family: Symbol;mso-bidi-font-family:Symbol">·         <!--[endif]--><span lang="EN-AU" style="font-size:11.0pt; font-family:"Calibri","sans-serif";mso-ascii-theme-font:minor-latin;mso-hansi-theme-font: minor-latin;mso-bidi-font-family:"Times New Roman"">Vendor- Manage escalations with product related issues<o:p></o:p>

    <span lang="EN-AU" style="font-size:11.0pt;font-family: "Calibri","sans-serif";mso-ascii-theme-font:minor-latin;mso-hansi-theme-font: minor-latin;mso-bidi-font-family:"Times New Roman""> 

    <!--[if !supportLists]--><span lang="EN-AU" style="font-size:10.0pt;mso-bidi-font-size:9.0pt;font-family:Symbol; mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol">·         <!--[endif]--><span lang="EN-AU" style="font-size:9.0pt; font-family:"Arial","sans-serif"">Experience : Minimum 2-3 yrs of relevant experience required(International Technical Voice Experience required)<span lang="EN-AU" style="font-size:9.0pt;font-family:"Arial","sans-serif";mso-fareast-font-family: "Times New Roman""><o:p></o:p>

    <!--[if !supportLists]--><span lang="EN-AU" style="font-size:10.0pt;mso-bidi-font-size:9.0pt;font-family:Symbol; mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol">·         <!--[endif]--><span lang="EN-AU" style="font-size:9.0pt;font-family:"Arial","sans-serif"">Experience of Antivirus troubleshooting would be an advantage.<span lang="EN-AU" style="font-size:9.0pt;font-family:"Arial","sans-serif""><o:p></o:p>

    <!--[if !supportLists]--><span lang="EN-AU" style="font-size:10.0pt;mso-bidi-font-size:9.0pt;font-family:Symbol; mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol">·         <!--[endif]--><span lang="EN-AU" style="font-size:9.0pt; font-family:"Arial","sans-serif"">Qualification: Bachelor degree in Computer Science (B.tech/B.E/MCA)  <o:p></o:p>

    <!--[if !supportLists]--><span lang="EN-AU" style="font-size:10.0pt;mso-bidi-font-size:9.0pt;font-family:Symbol; mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol">·         <!--[endif]--><span lang="EN-AU" style="font-size:9.0pt; font-family:"Arial","sans-serif"">Salary: 3L to 4.5L per annum<o:p></o:p>

    <!--[if !supportLists]--><span lang="EN-AU" style="font-size:10.0pt;mso-bidi-font-size:9.0pt;font-family:Symbol; mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol">·         <!--[endif]--><span lang="EN-AU" style="font-size:9.0pt; font-family:"Arial","sans-serif"">Shift: 24*7 Rotational Shift, Five day working <o:p></o:p>

    <!--[if !supportLists]--><span lang="EN-AU" style="font-size:10.0pt;mso-bidi-font-size:11.0pt;font-family:Symbol; mso-fareast-font-family:Symbol;mso-bidi-font-family:Symbol">·         <!--[endif]--><span lang="EN-AU" style="font-size:9.0pt; font-family:"Arial","sans-serif"">Cab Facility : One Side<span lang="EN-AU"><o:p></o:p>

    <span lang="EN-AU" style="font-size:9.0pt;line-height:107%;font-family:"Arial","sans-serif"; mso-fareast-font-family:Calibri;mso-fareast-theme-font:minor-latin;mso-ansi-language: EN-AU;mso-fareast-language:EN-US;mso-bidi-language:AR-SA">Work Location : Noida

Overview

  • Location: NOIDA
  • Job Title: L2 TECHNICAL SUPPORT ENGINEER
  • Designation: L2 Technical Support Engineer
  • Salary: 3-4.5LPA
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