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

1. Troubleshoot And Resolve Client-Reported Issues By Analyzing System Logs And Utilizing Diagnostic Tools, Ensuring Timely And Effective Resolutions Across Multiple Product Lines.

2. Conduct Training Sessions For New Team Members, Equipping Them With Essential Skills And Knowledge For Effective Product Support Operations.

3. Facilitate Knowledge Transfer During Project Enhancements By Documenting New Processes And Updates, Ensuring Smooth Transitions And Continuity Of Support.

4. Maintain Comprehensive Documentation Of Troubleshooting Methods And Support Processes To Enhance Team Efficiency And Provide A Clear Reference For Future Inquiries.

5. Stay Updated On The Latest Technologies And Product Developments Within The Industry To Proactively Address Emerging Issues And Improve Support Strategies.

Skill Requirements

1. Strong Understanding Of Product Support Processes (L1-L2-L3)

2. Familiarity With Itsm Principles And Tools, Including Ticketing Systems

3. Basic Knowledge Of Troubleshooting Techniques Across Various Platforms And Technologies

4. Experience In Documentation And Process Improvement Methodologies

5. Good Communication And Interpersonal Skills For Effective Training And Collaboration

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable For Enhancing Support Capabilities.