Senior Support Engineer - ITSM, Telecom

Job Summary

The Senior Support Engineer plays a critical role in ensuring optimal customer satisfaction by effectively resolving support tickets within stipulated time, cost, and quality standards. This position is essential for delivering high-quality product support and enhancing team capabilities through knowledge sharing and process documentation.

Key Responsibilities

• Troubleshoot and resolve client-reported issues by analyzing system logs and utilizing diagnostic tools, ensuring timely and effective resolutions across multiple product lines.
• Conduct training sessions for new team members, equipping them with essential skills and knowledge for effective product support operations.
• Facilitate knowledge transfer during project enhancements by documenting new processes and updates, ensuring smooth transitions and continuity of support.
• Maintain comprehensive documentation of troubleshooting methods and support processes to enhance team efficiency and provide a clear reference for future inquiries.
• Stay updated on the latest technologies and product developments within the industry to proactively address emerging issues and improve support strategies.

Skill Requirements

• Strong understanding of product support processes (L1-L2-L3)
• Familiarity with ITSM principles and tools, including ticketing systems
• Basic knowledge of troubleshooting techniques across various platforms and technologies
• Experience in documentation and process improvement methodologies
• Good communication and interpersonal skills for effective training and collaboration

Other Requirements

• ITIL Foundation Certification is optional but valuable for enhancing support capabilities.

Skills

• Product Support Processes,ITSM Principles Knowledge,Troubleshooting Techniques,Documentation Improvement,Communication Interpersonal Skills