Technical Support Analyst

Job Description

Provides Level 2 Support to customers - resolving technical issues / error messages encountered by customers in a live production environment.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 responses and resolution of issuesFollow up on support issues, which include liaising with both the customer as well as Level 3 (PS) and Level 4 (R&D) team.Ensure compliance with SLAs and OLAsWorks in different business times and on-call 24hrs / 7 days.Shift work, Standby support and working on weeknights/weekends/public holidays is requiredAd-hoc occasional travel to customer sites may be expectedAdheres to expected levels of service to internal and external stakeholders/customersDemonstration of CSG Values.Peer review on analysis and communicationAdditional Responsibilities may also includeBasic triage and analysis of customer defined configurationDaily/Weekly/Monthly/Ad-hoc Reporting on key outputs and status of investigations to internal stakeholders as well as customersChampioning a customer and becoming the SME for said customerCreation, maintenance and publication of Remedy Knowledge Management articlesPeer review on analysis and communicationKey Outputs & AccountabilitiesBasic troubleshooting skillsWorks within defined objectives using internal proceduresAlternative procedures used only after consultation with more senior team membersInvestigation and analysis of issues is performed under direction/supervision of more senior team membersWork is reviewed regularlyBasic knowledge and experience of one CSG productConducts testing of the product during release cycle where applicableDesired Skills & ExperienceAble to quickly grasp new ideas and conceptsAble to drive issues to resolution with minimal to no supervisionAble to work under pressureUnderstands the principles of SDLC and PMLCBasic knowledge of Telecommunication environment and customer services and proceduresWorks well within a team environmentAble to communicate effectively to convey and clarify informationSolid written and verbal communication skills in EnglishAble to communicate in English (Advanced) and one additional language is preferredBasic understanding of client requirements and product implementationExperience in Ticket and queue managementExperience in Telecommunication industry is preferredGood knowledge of Microsoft OfficeGood knowledge and understanding of 3rd Party Software (Java, Oracle, Tuxedo )Good understanding of complex software system architecture and operation0-2 years of work experience in software industry or related fieldsDegree or Diploma in Information Technology; Computer Science, EngineeringITIL Foundation v3 accreditation will be an advantageKnowledge in a development language will be an advantageAWS and knowledge of cloud technologies will be an advantageUnderstand principles 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 logsTechnical Requirements (specifically for WBMS position)Oracle skills: [ Proficiency Level: 2]- 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/C [ Proficiency Level: 1]Python [ Proficiency Level: 1]Perl [ Proficiency Level: 1]Technical Requirements (specifically for SV position)C/C [ Proficiency Level: 2]HAC/RAC [ Proficiency Level: 1]Java [ Proficiency Level: 1]Apache [ Proficiency Level: 1]Linux [ Proficiency Level: 3]Unix [ Proficiency Level: 3]Oracle databases & PL/SQL [ Proficiency Level: 3]Perl [ Proficiency Level: 2]SOAP [ Proficiency Level: 1]Tuxedo [ Proficiency Level: 1]XML [ Proficiency Level: 1]MySQL Database SQL [ Proficiency Level: 2]AWS [ Proficiency Level: 2]Technical Requirements (specifically for Route position)PL/SQL [ Proficiency Level: 3]Knowledge of SQL Server based reporting [ Proficiency Level: 1]Microsoft Windows [ Proficiency Level: 3]Microsoft Excel [ Proficiency Level: 3]SQL Server BI Platform [ Proficiency Level: 1]MS .NET framework, VB .NET, VB6, Visual Studio 2010 and above [ Proficiency Level: 2]Basic knowledge of Oracle Database [ Proficiency Level: 1]Windows Server 2000 and 2003 [ Proficiency Level: 1]Perl, Python or other similar scripting languages [ Proficiency Level: 2]Version control tools like SVN, Accurev, GIT [ Proficiency Level: 2]Jira [ Proficiency Level: 1]Knowledge management tools [ Proficiency Level: 1]Infragistics [ Proficiency Level: 1]Technical Requirements (specifically for ICP)Admin - UNIX (Solaris) environment skills [ Proficiency Level: 1]Admin - Linux Red-hat, CentOS, Oracle Linux Environments [ Proficiency Level: 1]Oracle Database SQL [ Proficiency Level: 1]Oracle Database Administration and maintenance [ Proficiency Level: 1]Network Routing, Ports, Protocol (RADIUS, ICMP) [ Proficiency Level: 1]Scripting (Perl, Bash) [ Proficiency Level: 1]MySQL Database SQL [ Proficiency Level: 1]Telecommunication - Rating and Charging (PCEF and PCRF) preferableOther programming knowledge (C, C, Java, abstract data-layers),

Keyskills :
oracledatabase liveproduction computerscience softwareindustry systemarchitecture clientrequirements knowledgemanagement communicationskills etframework