Job Opening Overview

StayinFront, a global provider of customer relationship management and decision support solutions, is looking to add a Level 2 Support Engineer for their India team. Working in a Level 2 support environment, the Level 2 Support Engineer is an individual that is capable of addressing a large majority of support issues raised by the Level 1 team and StayinFront customers.

Responsibilities

• Resolve all Level 2 issues or provide a suitable workaround within a specific time period.
• Identify the root cause of issues and data defects.
• Escalate issues as needed to Level 3 within a specific time period and follow up with a view to close.
• Ensure all tickets meet the targets for resolution, escalation, documentation & completion.
• Deliver world class support to StayinFront customers by being responsive, proactive and professional in all interactions.
• Meeting SLAs and other customer satisfaction targets.
• Monitoring and maintaining the production environments.
• Daily administration and support of StayinFront applications and servers.
• Document and maintain all issues in the provided system for future references. Also document FAQs, best practice guidelines and knowledge base articles.
• Follow up on and take responsibility for unresolved issues and escalations.
• Perform other duties as assigned

To qualify for this role you will possess the following attributes:

• Tertiary graduate
• 1+ years of prior experience working in a support environment.
• Proven analysis, troubleshooting and problem solving expertise.
• Ability to multi-task and perform effectively under pressure.
• Excellent written and verbal communication skills.
• Outstanding organizational skills and the ability to work in a team environment.
• Ability to effectively prioritize and escalate customer issues as required.
• Ready to work flexible shifts.
• Ability to work independently and complete assigned tasks under limited supervision.
• Highly self-motivated with a keen attention to detail.
• Strong problem solving skills.
• Knowledge of VBScript, SQL
• Working knowledge of VMWare, HP Quality Centre, and all Microsoft Operating systems.
• Ability to install and configure applications on Microsoft environments.
• An understanding of network technology.
• Good documentation skills.

We provide a great working environment with excellent people, so if you believe this is a role you could flourish in and are seeking a fresh new challenge – this could be the opportunity for you. To apply please send your resume to careersindia@StayinFront.com