Technical Support Analyst

Job Description

Appropriately handling all customer issues including troubleshooting and providing feedback to the customer.Ensures CSG Support Tool is updated with the latest ticket details always.Supports customers per the details contained in the customer maintenance and support contractsMaintains a high level of customer satisfaction through professionalism; timely response and resolution of issuesFollowing up on support issues, which include liaising with both the customer as well as Level 4 (R&D) team.Ensures compliance with SLAs and OLAsDelivers product installations according to internal proceduresEscalates opportunities and/or issues according to established proceduresPerforms Basic Application Health CheckWorks on performance issuesWorks in different business times and on-call 24hs / 7 daysShift work, Standby support and working on weeknights/weekends/public holidays is requiredAd-hoc occasional travel to customer sitesResponsible for providing mentorship and technical assistance to other more junior Level 2 support membersDrives process improvement efforts to meet SLAs and expected levels of service to internal and external stakeholdersPeer review on analysis and communicationDemonstration of CSG Values.Additional Responsibilities same as TSA II and may also includeAssist direct line manager with recruitmentAssist direct line manager with reporting on KPIs and team progressManage customer relations and expectations at a technical levelComplex bug fixes for those who have development responsibilityCreates customer specific Service Pack Installer for those who have development responsibilityCreates version specific Service Pack Releases for those who have development responsibilityGathers information for cost models, creates preliminary technical resource allocation plans, and provides technical input and consultation.Consults with customers on application and system sizing, performance requirements, application installation and deployment.Key Outputs & AccountabilitiesExcellent analytical and troubleshooting skillsWorks within defined objectives using internal proceduresAble to prioritize work rapidly and effectivelyAble to work independentlyActs as Mentor and provides leadership and guidance to other team membersSpecialized knowledge and experience of two or more CSG productsDesired Skills & ExperienceDriven, a go getter with a can-do attitudeAble to quickly grasp new ideas and concepts and convey to othersAble to drive issues to resolution with no supervisionAble to work under pressurePrinciples of SDLC and PMLCAdvanced knowledge of Telecommunication environment and customer services proceduresWorks well within a team environmentAble to communicate effectively to convey and clarify sensitive informationExcellent written and verbal communication skills in EnglishAble to communicate in English (Advanced) and one additional language is preferredSolid understanding of client requirements and product implementationExperience in Incident/Problem/Change/Knowledge ManagementExperience in Telecommunication industry is preferredAdvanced knowledge of Microsoft OfficeDeep understanding of complex software system architecture and operation5-7 years of work experience in software industry or related fieldsDegree or Diploma in Information Technology; Computer Science, EngineeringITIL accreditation will be an advantageCustomer facing skills to perform on-site support for customers who have purchased the servicesSubject matter expert in an area of operation support, billing system and other technical areas e.g. Oracle database, RedHat Linux or Unix OS, etc.Seeks alternative solutions for complex internal and external challenges on product and service deliveryKnowledge of BI and data warehousingTechnical Requirements (for all product families excluding Route)Unix skills:- Create & modify shell scripts- Basic system administration- Monitor performance using standard utilities- Setup and build a Unix environment- View, analyze and understand system logs- Advanced Unix system administration skillsTechnical Requirements (specifically for WBMS position)Oracle skills:- Knowledge of Oracle SQL command is necessary- PL/SLQKnowledge of SAP BO Reporting would be an advantageOracle Discoverer would be an advantageTechnical Requirements (specifically for TSM position)C/CPythonPerlTechnical Requirements (specifically for SV position)C/C [Proficiency Level: 2]HAC/RAC [Proficiency Level: 3]Java [Proficiency Level: 2]Apache [Proficiency Level: 2]Linux [Proficiency Level: 4]Unix [Proficiency Level: 4]Oracle databases & PL/SQL [Proficiency Level: 3]Perl [Proficiency Level: 3]SOAP [Proficiency Level: 2]Tuxedo [Proficiency Level: 3]XML [Proficiency Level: 1]MySQL Database SQL [Proficiency Level: 2]AWS [Proficiency Level: 2]Technical Requirements (specifically for ICP position)Admin - UNIX (Solaris) environment skillsAdmin - Linux Red-hat, CentOS, Oracle Linux EnvironmentsOracle Database - SQLOracle Database Administration and maintenanceNetwork Routing, Ports, Protocol (RADIUS, ICMP)Scripting (Perl, Bash)MySQL Database SQLTelecommunication - Rating and Charging (PCEF and PCRF) preferableOther programming knowledge (C, C, Java, abstract data-layers)Technical Requirements (specifically for Route position)PL/SQL [ Proficiency Level: 4]Knowledge of SQL Server based reporting [ Proficiency Level: 2]Microsoft Windows [ Proficiency Level: 4]Microsoft Excel [ Proficiency Level: 4]SQL Server BI Platform [ Proficiency Level: 2]MS .NET framework, VB .NET, VB6, Visual Studio 2010 and above [ Proficiency Level: 3]Advanced knowledge of Oracle Database [ Proficiency Level: 2]Basic system optimization and performance tuning knowledge [ Proficiency Level: 3]Windows Server build 2012 [ Proficiency Level: 1]Perl, Python or other similar scripting languages [ Proficiency Level: 3]Version control tools like SVN, Accurev, GIT [ Proficiency Level: 3]Jira [ Proficiency Level: 1]Knowledge management tools [ Proficiency Level: 2]Infragistics [ Proficiency Level: 1],

Keyskills :
sapbo sqlserver oraclesql costmodels redhatlinux visualstudio systemsizing oracledatabase liveproduction computerscience softwareindustry performancetuning processimprovement systemarchitecture etframework