Technology Support Engineer

Project Role : Technology Support Engineer


Project Role Description : Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.


Must have skills : Genesys Cloud CX


Good to have skills : NA
Minimum
2 year(s) of experience is required


Educational Qualification : 15 years full time education


Summary:
As a Technology Support Engineer, a typical day involves addressing and resolving incidents and problems that affect various business system components to maintain smooth and stable operations. The role includes managing change requests and continuously updating documentation to enhance troubleshooting processes. Collaboration with external vendors and internal service management teams is a key part of the daily routine to analyze and resolve issues efficiently, ensuring minimal disruption to business activities.


Roles Responsibilities:

Expected to perform independently and become an SME.

Required active participation/contribution in team discussions.

Contribute in providing solutions to work related problems.

Assist in monitoring system performance and proactively identify potential issues to prevent downtime.

Support junior team members by sharing knowledge and providing guidance on troubleshooting techniques.

Participate in the continuous improvement of support processes and tools to enhance service delivery.

Engage in regular communication with stakeholders to provide updates on incident status and resolution progress.


Professional Technical Skills:


Must To Have Skills:

Proficiency in Genesys Cloud CX.

Strong problem-solving abilities with experience in incident and problem management within cloud-based contact center environments.

Familiarity with change management processes including creating and implementing Requests for Change.

Ability to collaborate effectively with vendors and cross-functional teams to resolve technical issues.

Experience in maintaining and updating knowledge base articles to support troubleshooting and knowledge sharing.

Good communication skills to interact with technical and non-technical stakeholders.

The candidate should have minimum 2 years of experience in Genesys Cloud CX.

This position is based at our BDC7A - SEZ location.

A 15 years full time education is required.


Qualification 15 years full time education