Afiniti Jobs – Assistant Manager- Accounting


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

  • Bachelor’s Degree – Computer Science graduates
  • Certification in IP Telephony VOIP / AWS

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