This is Raj from Magna InfoTech, Bangalore. Do you want to learn the cutting edge technology of IT management such as Private Cloud and BYOD? Do you want to work with the enterprise customers across Asia-Pacific and around the world? Do you want to join a team of talented people working together, growing together, and having fun together? If your answers are Yes!, This is one opportunity which you don't want to miss. Interested candidates can either apply or reply to the mail or call- 08030486717
We are looking for a strong support engineer who is passionate about IT management and new IT industry trends, who is able to learn new technologies and identify root causes of complicated problems, and who is willing to help customers and team mates and make others great.
Required Skills:
A minimum of 2 years working with one of the following 2007 or 2010 technologies:
1. Lync Server
2. Office Communications Server
Can demonstrate how to read SIP traces, specifically utilizing Snooper with UCCAPI logs.
Can demonstrate the Active Directory attributes utilized in Lync.
Can demonstrate how STUN/ICE/TURN works and methods to troubleshoot failures in the NAT process.
Can demonstrate how to capture NETMON traces and analyze.
Can demonstrate how to decrypt and analyze an ETL file.
Communication/Soft Skills
Able to think critically and logically under pressure to resolve technical issues.
Able to display a high degree of organization and be able to prioritize tasks effectively
Must have the ability to take initiative and work in a fast-paced high-stress environment while balancing multiple demands, addressing shifting priorities, and maintaining focus.
Seeks out and provides collaboration opportunities with peers and stakeholders to share knowledge and drive resolution.
Strong written and oral English-based communication with different cultures from multiple geographies.
Demonstrates different communication styles with customers and partners that have a varying degree of technical knowledge. (i.e. Executive, Technical Contact, Receptionist).
Demonstrates ability to develop comprehensive descriptions of technical issues.
Passion for resolving customer issues with a demonstrated sense of accountability and a proven record of high customer satisfaction.
Proficiency with Microsoft Office with strengths in Outlook, Word, and Excel
Able to create and follow documented process. Seeks and provides feedback on processes.
Willing to participate in a shifting support coverage schedule to provide timely, reliable and high-quality responses 24 hours a day.
Strong comprehension skills and phone etiquette, with the ability to assess the most effective media source to best resolve the customers issue.
Demonstrates accurate and logical problem solving abilities. Shows an advanced level of troubleshooting.
Able to handle and own escalated customer and partner issues throughout the Service Request lifecycle with empathy
High attention to detail with the ability to understand complex process workflows
Expresses the right level of urgency based on customer impact. Demonstrates ability to send timely communications based on Severity/Impact as defined by Microsoft.
Technical Skills
Strong working knowledge of Internet Protocols, networking, mail delivery systems, DNS, SMTP, mail applications required.
Know the Different Types of DNS Records and what they are used for. Can demonstrate how to format and deploy each one of the DNS records. Able to identify a good vs bad DNS entry.
Can demonstrate the use of common IP routing and management tools such as trace route, ping, and ns lookup.
Able to describe the different types of devices in a network and can diagram how the data flows through each of them.
Demonstrates a basic understanding of Active Directory and the impact it has on other services such as Exchange, SharePoint, and Lync.
Can demonstrate a working knowledge of the OSI model and its applicability to troubleshooting Exchange, SharePoint, or Lync.
Demonstrates ability to read a number of trace logs to identify root cause:
Fiddler
HTTP Watch
Windows System Logs
Windows Application Logs
PowerShell Logs
Exchange Web Services Logs
MOSDAL
Reporting to: Team Manager
The position requires working in NIGHT SHIFTS and provides VOICE-BASED Support
Salary: INR 1,50,000 - 6,50,000 P.A. Attractive Night Shift Allowances, Cab Facilities, Food benefits and Brand value
Industry: BPO / Call Centre / ITES
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Associate/Senior Associate -(Technical)
Role: Associate/Senior Associate -(Technical)
Keyskills: Lync, Office Communicator, Troubleshooting
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