Technical Support Analyst - Engineer in Haryāna - Star Tech S India

Star Tech S India

Star Tech HR is a team of HR and recruiting professionals who provide outsourced HR, recruiting and HR staffing services.

Our goal is to help you create a working environment that supports your ability to achieve your desired business results. We do this in a variety of ways. Here are a few examples:

We engage in a recruiting approach that attracts candidates you’re excited to hire
We provide ongoing, outsourced HR management services tailored to your specific needs in a way that helps motivate and retain your employees
We keep a pool of qualified HR professionals ready to provide full-time, temporary support for your short-term HR project
Everyone at Star Tech HR is passionate about helping you successfully navigate, manage, and develop everything related to the people side of your business.

With commitment, creativity and courage, we’re here to recommend and support HR and recruiting practices that will deliver positive results in your organization:Recruiter from sector Consulting, located in Delhi, From 51 to 200 workers

    About this job ad Yesterday, 02:32 PM


  • Negotiable
  • Location

  • Gurgaon, Haryāna
  • Description

  • POSITION: Technical Support Analyst II
    Role Purpose & Scope
    Provides 2nd level technical support of CSG products to post production customers by resolving technical issues with customers and meeting SLA requirements. Responsible for customer ticket management, customer escalations and customer reporting; May implement additional customer services to generate additional revenue.
    Primary Responsibilities
    Provides Level 2 Support to customers - resolving technical issues / error messages encountered by customers in a live production environment.
    Appropriately handling of all customer issues including troubleshooting and providing feedback to the customer.
    Ensures CSG Support Tool is updated with the latest ticket details at all times
    Supports customers per the details contained in the customer maintenance and support contracts
    Maintain a high level of customer satisfaction through professionalism; timely response and resolution of issues
    Follow up on support issues, which include liaising with both the customer as well as Level 4 (R&D) team.
    Ensures compliance with SLAs and OLAs
    Delivers product installations according to internal procedures
    Escalates opportunities and/or issues according to established procedures
    Create customer specific Service Pack Installer for those who have development responsibility
    Works in different business times and on-call 24hs / 7 days.
    Shift work, Stand by support and working on weeknights/weekends/public holidays is required
    Ad-hoc occasional travel to customer sites
    Additional Responsibilities for those with Development role
    Complex bug fixes for those who have development responsibility
    Additional Responsibilities for those with Consultancy role
    Gathers information for cost models, creates preliminary technical resource allocation plans, and provides technical input and consultation.
    Consults with customers on application and system sizing, performance requirements, application installation and deployment.
    Performs release promotions (including core upgrades) from development through to UAT
    Establishes and maintain system/database backup and recovery policies and procedures.
    Performs technical trouble shooting and consults with development teams to resolve issues
    Conducts Performance testing, tuning and backup recovery of the database
    Provides System Administration training on CSG product(s) to customers.
    Key Outputs & Accountabilities
    Advanced troubleshooting skills
    Works within defined objectives using internal procedures
    Able to work on own with minimum supervision
    Performs work under general direction on routine tasks and detailed instruction on new assignments
    Provides assistance to less experienced members of the team
    Specialised in one CSG product, in-depth knowledge and experience of more than one CSG product
    Desired Skills & Experience
    Basic knowledge of Telecommunication environment and customer services procedures
    Works well within a team environment
    Able to communicate effectively to convey and clarify information
    Good written and verbal communication skills
    Able to communicate in English (Advanced) and one additional language is preferred
    Basic understanding of client requirements and product implementation
    Experience in Ticket and queue management
    Experience in Telecommunication industry is preferred
    Good knowledge of Microsoft Office
    Good understanding of complex software system architecture and operation
    3-5 years of work experience in software industry or related fields
    Degree or Diploma in Information Technology; Computer Science, Engineering
    ITIL accreditation will be an advantage.
    Technical Requirements (for all product families)
    Unix skills:
    - Create & modify shell scripts
    - Basic system administration
    - Monitor performance using standard utilities
    Technical Requirements (specifically for WBMS position)
    Oracle skills:
    - Knowledge of Oracle SQL command is necessary
    - PL/SLQ
    Knowledge of SAP BO Reporting would be an advantage
    Oracle Discoverer would be an advantage
    Technical Requirements (specifically for TSM position)
    Technical Requirements (specifically for SV position)
    Oracle databases & PL/SQL
    Technical Requirements (specifically for Route position)
    SQL development (Oracle PL/SQL and/or MS SQL Server)
    MS .NET framework, VB .NET, VB6
    Oracle Databases
    MS SQL Server Databases
    MS Analysis Services and Reporting Services (including development of DTS-functionality and Reporting Services reports in MS Visual Studio) would be advantageous
    Windows Server 2000 and 2003
    Salary:INR 2,00,000 to 4,50,000 P.A.
    Industry:IT-Software / Software Services
    Functional Area:IT Software - Application Programming , Maintenance
    Role Category:Admin/Maintenance/Security/Datawarehousing
    Role:Technical Support Engineer
    Employment Type: Permanent Job, Full Time
    Client Billing Revenue Assurance Customer Satisfaction Support Services Subject Matter Expertise Data Analysis Customer Support Team Leading Effective Communication Problem Solving
    Desired Candidate Profile
    Please refer to the Job description above
    UG: Any Graduate - Any Specialization
    PG:Post Graduation Not Required
    Doctorate:Doctorate Not Required
    Freshers can apply
    Contact for interview details
    (HR)Mr.Ajit 9891382736
  • Number of vacancies: 16
  • Requirements

  • Minumun level of education: Bachelor´s Degree
  • Language(s): English
  • Availability for travel: No
  • Availability for change of residence: No


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Ad summary

  • Technical Support Analyst - Engineer in Gurgaon, Haryāna

  • Recruiter

    Star Tech S India
  • Work type

    Full Time

  • Type of contract

    Permanent contract

  • Salary


  • Apply now

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