Senior Technical Support Engineer -# 2039 (VOIP /Recording/ Support)

Job Description-

Responsibilities:

• Interfacing with various R&D groups, Customer Support teams, Business Partners and Customers globally to address CSS Recording and Compliance application related product issues and resolve high-level issues.
• Maintain quality and on-going internal and external communication throughout your analysis
• Provide the highest level of support.
• Prioritize daily tasks and manage critical issues and situations.
• Contribute to the Knowledge Base, document troubleshooting and problem resolution steps and participate in Educating/Mentoring other Advanced Support engineers.
• Initiate and performing changes on production systems and proactively escalate any issues that cannot be resolved within the established timeframes.
• Act as a subject matter expert (SME) for the other support engineers in projects for new releases and service packs of the CSS products

 Technical requirements:

• At least 5-8 years of technical experience within the industry and/or proven customer support experience Globally, preferably within Financial Institutes (Trading environments)
• Good working knowledge of: Windows Operating Systems, TCP/IP, Linux, Wireshark, EMC, MySQL and MS SQL Server Databases.
• Experience with Advanced Solutions – Recording/Telephony Integrations
• Network Principles– 7 Layer OSI Model, TCP, UDP . Network Devices – NICs, Switches, Routers, MPLS Troubleshooting – Sniffers and various other Network Testing and Analysis tools
• Telephony Experience- PBX, Switch and ACD Vendors - Avaya, Cisco, Genesys, Nortel, Aspect, Alcatel etc. VoIP Experience – Avaya, Cisco, Nortel
• WindowsServer Configuration – IIS, Microsoft Security – Active Directory, Security Policies, Hardening, Encryption
• Other Required Skills:

• Excellent verbal and written communication skills
• Good communication and presentation.
• Strong troubleshooting and problem-solving skills
• Ability to prioritize and execute tasks in a high-pressure environment
• Self-motivated and directed, with keen attention to details
• Team Player - ability to work well in a team-oriented, collaborative environment
• Can handle stressful situations well.