CYBAGE SOFTWARE PVT. LTD. - a CMMI Level 5 Company.Cybage is a leading offshore software services company, offering solutions that accelerate, simplify and enrich business processes to give its customers an edge over competition. Our success is built on a pool of over 2100 + brilliant software professionals. Based on a remarkable record of quality, consistency, and outstanding technological prowess, we have partnered with more than 100 global software houses of fine repute. Our expertise across domains, combined with our vast experience and a full-service portfolio, has helped create seamless solutions for a clientele spread across 4 continents

Designation: Technical Support Executive

Experience: 1 - 5 years
Industry Type: IT-Hardware / Networking
Functional Area: IT Software
Keyword: LAN , WAN , VLAN , VOIP

Location: Pune

Remuneration: Rupees. 100000 - 225000

Education: UG - Any Graduate - Any Specialization, PG - Any PG Course - Any Specialization

Job Description
There are two basic call types a support agent may need to handle.
Installation & Configuration (Comprised of below tasks)
Pre-installation conference call (on an overflow basis)
Primary server installation and configuration
Primary server post installation testing
Secondary server installation and configuration
Secondary server post installation testing
Product Support (Post Installation)
Troubleshooting multiple products and networks

Driving/owning/taking charge of the conversation
Being timid or intimidated by a client and/or not exuding confidence
Networking/VOIP PBX/Telephony Knowledge
Building rapport with customers
Multi-tasking
Good judgment/decision making skills in ambiguous situations
Owning/coordinating a problem outside of their control, delivering difficult information with finesse, following up until resolution
Conceptual troubleshooting

Desired Profile
Phone support experience is required. All support will be provided via telephone, remote desktop, and Webex.
Excellent oral and written communications skills.
Ability to write technical documentation and step-by-step instructions.
Ability to meet deadlines despite multiple and conflicting priorities and constructively adapt to change.
Demonstrated ability to respond actively, sensitively, and appropriately to the needs of internal and external customers.
Ability to assist others as they define, isolate, analyze, and comprehend complex problems, and guide them to creatively and systematically employ all available resources.
Ability to thoroughly answer questions in a clear concise and effective manor.
Must be a self starter and motivated to complete jobs, task and go beyond the job description
Networking
STRONG networking skills. The ideal candidate should be able to setup and configure LAN/VLAN/WAN with multiple routers, switches, and servers.
Ability to understand and interpret network diagrams and recommend the optimal positioning of the CallRex server(s).
Strong understanding of Windows XP Pro, and Windows servers.
Networking protocols: TCP/IP, DHCP, DNS, WINS
Strong familiarity with the OSI Reference model layers 1-4
Ability to take and analyze network captures via Ethereal
Telephony (preferred but not required)

Basic understanding of VOIP PBXs including (but not limited to) Cisco, Mitel, Nortel, ShoreTel, Avaya, 3Com, NEC, and Asterisk
Basic understanding of PBX features including (but not limited to) least cost routing, VAD/Silent Suppression, Encryption, TAPI, and G711 uLaw/aLaw, G729a, G729 Simple Codecs

Reference: TSE_Network

Contact Information
Name: Pallavi
Telephone: 91-020-66041700

Website: http://www.cybage.com

Address
Cybage Software Pvt Ltd
Kalyaninagar
Pune - Maharashtra ,India 411006

Email: pallavig@cybage.com