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Candidate

Male, 38 years, born on 21 October 1986

Karachi, I want to relocate, not prepared for business trips

Senior Support Engineer tier II

Specializations:
  • Sales manager, account manager

Employment: full time

Work schedule: full day

Work experience 15 years 11 months

September 2009currently
15 years 11 months
i2c inc

www.i2cinc.com

Senior Support Engineer tier II
-Provide 2nd line support to 1st line support team. -Assisting in the planning and coordination of application debugging, testing, modification, configuration analysis, network analysis, and general troubleshooting of databases and applications. -Updating ticketing system to ensure all customer contact and fault resolution has an audit trail. - Daily reconciliation of our system with associated Banks and Networks (MasterCard, Visa, Discover, Efund.. etc) . -Cholder websites development using in-house CMS. - Providing technical support services to internals (inter-departmental) and externals (clients) via different communication channels like IM, Pone and ticketing System. -Root cause analysis of the issues reported by the clients and fixing (if possible), plus escalation of issues to the concerned departments/stakeholders. -Researches, analyzes and troubleshoots to diagnose and resolve technical problems. - Remote Product Trainings, certifications & troubleshooting. - Handling Client calls for product info. & Technical support. - Preparing/escalating regular progress reports to higher management. -Researches, reproduces, and resolves technical issues reported by customers. -Ability to pinpoint problems in highly distributed systems, isolate problems between hardware and software, and communicate that information to the Engineering and Infrastructure teams. -Recommend system optimizations, changes in process flow and documenting work instructions, standard operating procedures, and FAQs. -Work in a fast paced technical environment and support products with frequent product releases and regular maintenance updates. -Team player with an ability to work in a flexible manner.

Skills

Skill proficiency levels
Analytical skills
Teamplayer
Project management
Organization Skills

Higher education (bachelor)

2009
Forman Christian College
Computer Sciences, Information Technology

Languages

EnglishNative


Citizenship, travel time to work

Citizenship: Pakistan

Permission to work: Pakistan

Desired travel time to work: Doesn't matter