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Senior System Engineer (L2)
Functions – Support, RE & Services
Job Location – Multiple
Educational Qualification – B-Tech/BE/MCA/BCA/BSc Computer Science
- Good Understanding of Verint platform, especially Recording & QM and Encryption on Versions V11.x,15.x
- Fair Understanding on the advance components viz, WFM, DPA & Speech will be additional benefit.
- Fair understanding of IT Technologies, viz Servers, Operating System, Desktops, Networking, Wireshark, Logs Tools, Telephony etc.
- Good knowledge on Logs analysis and Troubleshooting Skills
- Driving of day-day activities viz. Responding of Customer queries, technical issues, email monitoring & responses, tickets management, system monitoring, updating daily trackers, sending shift handover, updates and adhere to processes etc.
- Driving Technical Implementation for Customers as per projects Team.
- Should be a Team Player
- Escalate to next level/OEM with analysis for any next level support required and should be single point of contact between Customer & OEM.
- Ensure each ticket is tracked with proactive approach and follow up and taking it towards closure.
- Good Email and Verbal Comms Skills
- Good understanding of Customer handling and working of Service Industry.
- Fair Understanding of MS office viz. Word, Excel, Outlook etc.
- Open to work in rotational shifts as per APAC, US & EMEA Time zone
- 3-6 years of experience in Verint