Voice Support Engineer

Educational Qualifications:

• BE/B.Tech./M.Tech. /MCA/Degree in Computer Science

Skills Required:

• Amazon EC2, Amazon S3, Amazon RDS, VPC, IAM, Amazon Elastic Load Balancing
• Assist with installation services delivering functional system, including project planning, cutover, site documentation, and end-user training
• Provide support on client Incidents and Service Requests
• Work closely with the complete Managed Services team, including US-based and offshore engineers and Service Delivery Managers, to ensure successful delivery of services to clients
• Perform manufacturer-recommended updates and maintenance of the systems supported
• Perform remote or onsite installation, repair, and changes of systems supported
• Document each customer interaction using the ticket management system
• Provide timely and effective resolution to support requests based on internal and external service level agreements; meeting SLA requirements based on measurable metrics
• Provide ongoing, regular updates to customers to keep them apprised of progress toward Incident resolution
• Partner with team to create and update technical documentation
• Identify and propose methods to proactively handle service and support issues
• Identify and propose new ISSQUARED Unified Communications service opportunities
• Prepare metrics, activity, and progress reports regarding projects, tasks, and operations
• Provide on-call support as necessary, may require after hours or weekend work
• Attend training and pursue product certifications as required