Afiniti

Mega Support Engineer T2

Perform In-depth troubleshooting to identify the root cause by eliminating step-by-step possible root causes of the reported incident /issue
Ability to provide technical guidance to other technical support staff
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Able to coordinate and discuss technical issues with development and T3 teams
Maintain overall ownership of client’s issues and services, ensuring that they receive resolution within a committed SLA
Perform comprehensive root cause analysis and advise how to avoid such incidents in the future
Research, diagnose, troubleshoot and identify solutions to resolve customer issues
Document knowledge in the form of knowledge base tech notes and articles

The ideal candidate will have

2-3 years experience in a technical support role
Advanced understanding of Databases (MS SQL/MySQL/Postgres), Server Operating Systems (CentOS, Ubuntu, Windows servers), basic shell scripting, Networks & TCP/IP skills, VOIP, and IP Telephony.
Basic understanding of containerized applications (Docker containers)
Basic understanding of APIs/middleware and authentication
Familiarity in VoIP call terminology and phone system lingo
Understanding of SIP, RTP, RTCP, and related
Provide basic/intermediate level analysis of SIP call flows, including problem isolation and resolution
Create structured testing/replication methodology and summary finding reports to support issue resolution.
Experience of using ticketing systems – JIRA, Remedy, ServiceNow, etc.
Excellent written and verbal communication skills
Flexible approach to work and problem-solving
The ability to work flexible hours including weekends to provide 24/7 team coverage
Excellent communication and customer service skills
Excellent telephone mannerisms
The ability to explain complex technical issues to non-technical staff
The ability to work proactively with little direct supervision
A commitment to continual professional development
A Team player
Hands-on experience with AWS/Azure and Kubernetes is a plus
Experience or knowledge of working in the ITIL framework

Education & Qualifications

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