Technical Support Analyst Sr
Technical Support Analyst Sr
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Job Description
We are looking for a Technical Support Analyst Sr who will:
- 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 3 (PS) and 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 oncall 24hrs / 7 days.
- Shift work Standby support and working on weeknights/weekends/public holidays is required
- Adhoc occasional travel to customer sites may be expected
- Drives process improvement efforts to meet SLAs and expected levels of service to internal and external stakeholders
- Peer review on analysis and communication
- Demonstration of CSG will implement the feature independently or as part of a team using the relevant programming languages with limited instructions
- Additional Responsibilities may also include
- In depth triage and analysis of customer defined configuration
Daily/Weekly/Monthly/Adhoc Reporting on key outputs and status of investigations to internal stakeholders as well as customers
Championing a customer and becoming the SME for said customer
Creation maintenance validation and publication of Remedy Knowledge Management articles
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.
Conducts testing of the product during release cycle
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
Aids less experienced members of the team
Specialized in one CSG product indepth knowledge and experience of more than one CSG product
Desired Skills & Experience - Driven a go getter with a cando attitude
Able to quickly grasp new ideas and concepts
Able to drive issues to resolution with minimal to no supervision
Able to work under pressure
Principles of SDLC and PMLC
Basic knowledge of Telecommunication environment and customer services procedures
Works well within a team environment
Able to communicate effectively to convey and clarify information
Solid written and verbal communication skills in English
Able to communicate in English (Advanced) and one additional language is preferred
Good 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 knowledge and understanding of 3rd Party Software (Java Oracle Tuxedo)
Good understanding of complex software system architecture and operation
Is this opportunity right for you We are looking for candidates who:
- 35 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.
- Knowledge in a development language will be an advantage
- AWS and knowledge of cloud technologies will be an advantage
- Understand principles of BI and data warehousing
- Technical Requirements (for all product families excluding Route)
Unix skills:
Create & modify shell scripts
Basic system administration
Monitor performance using standard utilities
Setup and build a Unix environment
View analyze and understand system logs
Intermediate Unix system administration skills
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)
C/C
Python
Perl
Technical Requirements (specifically for SV position)
C/C Proficiency Level: 2
HAC/RAC Proficiency Level: 1
Java Proficiency Level: 2
Apache Proficiency Level: 2
Linux Proficiency Level: 4
Unix Proficiency Level: 4
Oracle databases & PL/SQL Proficiency Level: 3
Perl Proficiency Level: 2
SOAP Proficiency Level: 2
Tuxedo Proficiency Level: 3
XML Proficiency Level: 1
MySQL Database SQL Proficiency Level: 2
AWS Proficiency Level: 1
Technical Requirements (specifically for ICP)
Admin UNIX (Solaris) environment skills
Admin Linux Redhat CentOS Oracle Linux Environments
Oracle Database SQL
Oracle Database Administration and maintenance
Network Routing Ports Protocol (RADIUS ICMP)
Scripting (Perl Bash)
MySQL Database SQL
Telecommunication Rating and Charging (PCEF and PCRF) preferable
Other programming knowledge (C C Java abstract datalayers)
Technical Requirements (specifically for Route position)
PL/SQL Proficiency Level: 4
Knowledge of SQL Server based reporting Proficiency Level: 1
Microsoft Windows Proficiency Level: 3
Microsoft Excel Proficiency Level: 3
SQL Server BI Platform Proficiency Level: 2
MS .NET framework VB .NET VB6 Visual Studio 2010 and above Proficiency Level: 2
Intermediate knowledge of Oracle Database Proficiency Level: 2
Windows Server build 2012 Proficiency Level: 2
Perl Python or other similar scripting languages Proficiency Level: 3
Version control tools like SVN Accurev GIT Proficiency Level: 3
Jira Proficiency Level: 1
Knowledge management tools Proficiency Level: 2
Infragistics Proficiency Level: 1
Our Guiding Principles
Impact
Always help and empower others whether theyre colleagues or customers. When our employees set their minds to something great things happen.
Integrity
Do whats right for our customers and our people while being authentic. We treat everyone with trust and respectthats just who we are.
Inspiration
Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.
CSGer Perks & Benefits
- Work from Home inoffice or hybrid
- Paid Vacation Volunteer Compassionate and Holiday Time Off
- Insurance coverage for the family including inlaws group personal accident and term life insurance policy
- Employee Insurance TopUp
- Tele consultation
- Emotional and Mental Wellbeing Support
- Parental Leave
- Education and Internet reimbursement
Our Story
CSG empowers companies to build unforgettable experiences making it easier for people and businesses to connect with use and pay for the services they value most. For over 40 years CSGs technologies and people have helped some of the worlds most recognizable brands solve their toughest business challenges and evolve to meet the demands of todays digital economy.
By channeling the power of all we make ordinary customer and employee experiences extraordinary. Our people CSGers are fearlessly committed and connected high on integrity and low on ego making us the easiest company to do business with and the best place to work. We power a culture of integrity innovation and impact across our locations representing the most authentic version of ourselves to build a better future together. Thats just who we are. Learn more about CSG Inclusion & Impact here
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Location(s):
Required Experience:
IC
Employment Type
Full-Time
