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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 2009 — currently
15 years 11 months
i2c inc
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
Higher education (bachelor)
2009
Forman Christian College
Computer Sciences, Information Technology
Languages
Citizenship, travel time to work
Citizenship: Pakistan
Permission to work: Pakistan
Desired travel time to work: Doesn't matter