Requirements

Operating system

Windows

Our requirements

• Good technical aptitude and experience in troubleshooting, diagnosing, monitoring, resolving end customer technical issues and system problem software
• General understanding and supporting Telecoms Contact Centre such as Genesys on prem or Genesys Cloud, Voice Bio, IVR (Interactive voice response)
• Good troubleshooting experience in Genesys infrastructure or other contact center environment or willing to learn
• Associated technology areas such as data networking, carrier networks and ability to learn and support
• Understanding of SIP (Session Initiation Protocol)
• Interpersonal skills – demonstrate good judgement, assertiveness, good level of communication, fast learning and can-do attitude
• Nice to have: industry certification would be a big benefit, understanding of Session Border Controller (SBC) Management and the other Contact Centre technologies e.g. Cisco, NICE, Avaya, Aspect, Splunk, Thousand eyes, Zscaler ZDX

Your responsibilities

• Troubleshoot and diagnose technical issues to restore failed IT Service
• Resolve Incidents within the specified Service Level
• Work with the Incident Management team to escalate problems, and lead technical operational recovery
• Verify resolution with end-users and resolve assigned Incidents
• Monitor capacity, performance and availability using monitoring tools
• Interact with third party vendors
• Create, submit knowledge articles and provide training to L1
• Identify, monitor, drive and track continual service improvements
• Willing to work shifts