Technical Support Officer- Tier 2

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Technical Support Officer (Tier 2)

Required Exp : 2 to 3 years

Location : Cary, NC

NEED SOMEONE WHO CAN SPEAK SPANISH OR PORTUGUESE

EDUCATION

- BCA/BE (or equivalent) in Computer Science, Information Systems (or equivalent)

SKILL SET:

- Technical Support (Phone, Chat, email and self-service)
- Solid understanding of Internet technologies, Routers, Firewalls, web Servers, web Proxy Servers
- Understanding of database concepts and data management (RDBMS)
- Experience with XML, Java and SQL
- Knowledge and experience working with LAN/WAN infrastructure technologies, Web Hosting, LAN/WAN, T1
- Ability to read, develop, troubleshoot and debug software in Visual Basic and Java
- Experience with TCP/IP, HTTP, HTTPS, FTP, DNS, SMTP
- Experience using network troubleshooting tools such as ping, trace route and nslookup
- Familiarity with development environments including Visual Studio, Jbuilder, and AJAX"

BEHAVIOURAL SKILLS

- Excellent Communication Skills
- Team Work and Interpersonal Skills
- Continuous Improvement : Ability to engage in quality orientation for sustained continuous improvement in processes and systems.
- Enthusiastic/Self Motivated

ROLES & RESPONSIBILITIES

- Provide prompt and complete resolution to technical challenges and business issues.
- Serve as a Subject Matter Expert (SME), in related functional and technical areas
- Share best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base
- Provide timely account status reporting both to customers and management
- Product knowledge training and weekend OnCall are additional areas of responsibilities

CERTIFICATIONS (POST HIRING)

- DM 201 (From Day 1 on Production)
- ADM 301 (From Day 1 on Production)