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 AI

Good to have skills : NA

Minimum 3 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, ensuring timely analysis and resolution of issues to support business continuity and operational excellence.

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

Professional & Technical Skills:

• Must To Have Skills: Proficiency in Genesys Cloud AI.
• Strong problem-solving abilities with a focus on incident and problem management within cloud-based environments.
• Experience in creating and managing Requests for Change and maintaining comprehensive knowledge base documentation.
• Ability to collaborate effectively with vendors and cross-functional teams to resolve technical issues.
• Familiarity with operational stability practices and service management frameworks.
  
  

Additional Information:

• The candidate should have minimum 3 years of experience in Genesys Cloud AI.
• This position is based at our BDC7A - SEZ office.
• A 15 years full time education is required.