Technology Support Engineer

Project Role : Technology Support Engineer

Project Role Description : Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.

Must have skills : Genesys Cloud AI

Good to have skills : NA

Minimum 2 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Summary:

As a Technology Support Engineer, a typical day involves addressing and resolving incidents and problems that affect various business system components to maintain smooth and stable operations. The role includes managing change requests and continuously updating documentation to enhance troubleshooting processes. Collaboration with external vendors and internal service management teams is a key part of the daily routine, ensuring timely analysis and resolution of issues to support business continuity and operational efficiency.

Roles & Responsibilities:

• Expected to build knowledge and support the team.
• Participate in Problem Solving discussions.
• Assist in monitoring system performance and identifying potential issues before they impact operations.
• Contribute to the continuous improvement of support processes and documentation.
• Provide timely updates and communication to stakeholders regarding incident status and resolution progress.
  
  

Professional & Technical Skills:

• Must To Have Skills: Proficiency in Genesys Cloud AI.
• Experience with cloud-based communication platforms and understanding of artificial intelligence applications in customer engagement.
• Ability to analyze system logs and troubleshoot complex technical issues effectively.
• Familiarity with incident management and change management processes within IT service operations.
• Strong communication skills to collaborate with vendors and internal teams for issue resolution.
  
  

Additional Information:

• The candidate should have minimum 0-2 years of experience in Genesys Cloud AI.
• This position is based at our Pune office.
• A 15 years full time education is required.