Technical Voice Support - 1+ Year

Required Techical Support Engineer with 1+ Year of Experience into Technical Support Process.Opproninuty is with a leading IT Client in Hyderabad

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Roles and Responsibilities: 

• Handle incoming support calls, emails and client engagements with a focus on quality service within departmental processes and guidelines.
• Log incident records in accordance with departmental procedures and contractual agreements,
• Provide first level expertise on all products Integrated and Managed Services
• Monitor and administer client devices in relation to performance, to ensure SLA’s pertaining to processing and uptime availability are achieved
• Escalate outstanding incidents  as required and Report problem escalations to  the Team Supervisor,
• Act as the primary escalation point for internal and external customers regarding issues on client devices
• Actively work with and support Client Services to provide weekly analysis and measurement reports on terminal availability
• Dispatch client designated third party vendors and suppliers as requested/required
• Monitor recorded incidents to ensure they are resolved and closed within defined contractual agreements

Required Skills and Experience:

• Monitoring and administering Managed Service contracted device fleets in relation to performance, to ensure SLAs pertaining to processing and uptime availability are achieved
• Monitoring and administering corrective actions to ensure expedient resolution is obtained
• Performing support desk functions of taking customer calls and responding to email in the support of resolving issues
• Documenting and providing timely updates on incidents as they occur
• Providing technical support pertaining to Managed Service contracted ATM fleets, internal and external vendors and 3rd party service providers
• Acting as primary escalation point for internal and external customers regarding issues on managed/subscribed ATM’s, devices and customer terminals
• Actively working with and supporting Managed Services to provide weekly analysis and measurement reports on terminal availability
• Escalating to Sr. Support and Management as major incidents and problems occur
• Providing remote triage, diagnosis and fault resolution.
• Understanding of the Terminal and Site Performance responsibilities as it pertains to managed services, operations management, and service delivery environments, in relation to payments, Credit/Debit/Banking industry and or outsourcing solutions.
• Display the ability to navigate complex issues
• Performance dependencies and interconnections. i.e. XMS/Advisor, Radia/Software Deployment, Transaction Viewer, End Point Security, AD Support, Siebel/FACTS, DECAL, Sidekick, Click & etc.
• Strong problem solving and leadership skills
• Position requires a self-motivated individual who is able to work independently or in a team environment with strong technical, analytical, communication and problem solving skills.
• Capable of managing multiple responsibilities simultaneously and prioritizing.
• Ability to work in both a pro-active and re-active manner concurrently.
• Ability to deal with current challenges as well as expected rapid growth. 
• Handling of complex customer and business issues and correcting them.
• Possesses autonomy, initiative, and a strong sense of accountability.
• Capacity to meet deadlines and to work under pressure
• Ability to troubleshoot and solve problems with a large degree of independence