Genesis Head Hunters Looking for Technical Support Engineer- (MNC Company in Bangalore) at Bengaluru, Karnataka Full Time

Role/Purpose:

• Permanently focused on Customer Satisfaction, the TEC Expert prime role is to deliver the highest level of technical support across Company’s IP Networking product lines to contracted business partners, channels & customers.
• Attracted by technologies, he needs to constantly ensure his expertise is at the highest level and invest diligently time in training, and self-training to always reach that excellence expectation.
• Enforced by his technical expertise and experience, he will be the main point of contact for every technical question and troubleshoot linked to his specialties and will be motivated in helping customers, business partners, and also with sales, quality assurance, engineering, and field units within the company to resolve any customer issues or requests, via email, problem-report application, or phone
• This position is dedicated to the U.S.A. VIP customer.
• The engineer will report to the manager in the U.S. directly.

Principal Duties and Responsibilities:

• Always leverage the technical expertise to provide efficient technical support
• Provide technical support to Business Partners certified experts (ACSE)
• Resolve customer issues escalated Company’s L1 & L2 support centre related to Company’s IP Networking product range (switch/router/WLAN) with sometimes direct assistance on customer site in case of urgent need
• Escalate technical product issues to engineering (R&D based in California)
• Participate in the design of technical bulletins, installation and Trouble Shooting Guides and Frequent Asked Questions (FAQ) development
• Contribute to the improvement of the product: serviceability, maintainability aspects
• Control the software quality from R&D and get knowledge on the new products or features
• Manage consciously customer technical sensitive issues follow-up with a sense of the priority and the positive communication
• Active participation in “engineering rules” definition, elaboration & writing.

Qualifications:

• At least 5 years of experience in Network Troubleshooting and 5 years of experience on Company Network products.
• Hands-on experience on OS6900, OS6860, Stellar AP-1101 AP-122x, 123x, and AP-1251 is preferred
• This position requires exceptional organizational, troubleshooting, and communication skills, as well as patience, persistence, and a desire to help customers achieve success with our products
• BSc. Degree, Engineering or University Diploma in Telecommunications, Electrical Engineering or Computer Science
• Certification in Data environment (ALE, Cisco, CCNA …)
• Knowledge of PC hardware and environment skills (installing and configuring boards, drives, software, Working knowledge of Windows and Linux/Unix)\
• Experience writing application notes, white papers, or slide presentations
• Excellent English is written and oral communication skills
• Ownership, leadership and independence mindset
• Mobile: little travel may happen as well as support for off-hours installations where necessary

Job Type: Full-time

Salary: ₹75,000.00 – ₹200,000.00 per month

Benefits:

• Cell phone reimbursement
• Commuter assistance
• Flexible schedule
• Food allowance
• Health insurance
• Internet reimbursement

Schedule:

Supplemental Pay:

• Performance bonus
• Quarterly bonus

Education:

Experience:

• Technical support: 5 years (Preferred)