JOB PURPOSE: Support & Implementation of EngHouse CCSP

RESPONSIBILITIES (INCLUDES ALL TASKS):

• Working with our customers on providing professional services and technical support;
• Designing and implementing next-generation VoIP-based call center platforms using the CosmoCall Universe product line.
• Independently Conduct /Assist in demos & Proof of Concept of CCU solutions
• Responsible for providing technical support and building on customer relations through timely break-fix and proactive health checks
• Handling technical queries & objections will be a major part of job profile.
• Handling Small projects independently.
• Preparing reports and entering the same in the Helpdesk system, closing the Calls and adhering to Company Policies and Procedures.
• Reporting to TL on daily basis for updating calls situation, escalation requirements, etc.
• Any other reasonable duties that may be required from time to time

MANDATORY

• Enterprise Windows ADS & Exchange environment including Windows Migrations, DNS/DHCP.
• MS Platform resilient deployment (Cluster / Load Balance)
• Server Hardware, RAID, Storage Basics
• MS SQL Database Knowledge, Basic Level
• NMS and System Monitoring Knowledge
• Knowledge of Network and Telephony Protocols (TCP/IP, UDP, HTTP, SMTP)
• Protocol Analyzer (Ethereal, Sniffer, NetMon)
• H323, SIP
• Enterprise Backup/Imaging and Anti-Virus solutions, SQL Maintenance Plans.
• LAN/WAN/VLAN/VPN Knowledge
• Server Virtualization Products
• Previous experience in Field Service or Customer Support is an advantage.
• Experience in working on any contact center solutions, preferably Genesys.