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We are a dynamic search and select consultancy and have specialized in recruiting and training employees for businesses across multiple industries. 

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Regional Support Engineer

Experience:  4 to 8 years

Qualification: Computer Science degree or equivalent experience

Work Location: Mumbai, Middle East


  • To provide reactive and proactive 24 x 7, Level 1 and Level 2 Regional Support to the Customer and client in support of the deployed products and solutions as per the agreed SLA with the customer.
  • Handling all the communication related to the assigned customer accounts.
  • Responsible for collecting all the data regarding the CSR.
  • Responsible for handling Level 1 and Level 2 analysis and trouble shooting.
  • Responsible for handling product queries.
  • Responsible for maintaining and making available up-to-date contact information, supported product lists, technical   information regarding products, troubleshooting information, all known fault handling information and other   information of general use.
  • Logging Trouble ticket on CSR portal and performing periodic updates to ensure that the CSR portal reflects the   current state of CSR.
  • Maintain all the connectivity and account details from a support perspective to provide efficient support.
  • Implement Remote access connectivity to ascertain remote access to customer site.
  • To analyze and properly escalate the CSR in accordance with the RW support process.
  • Regular follow-up with customer.
  • Regular follow-up with engineering team on escalated CSR. CSR handling to be done in accordance with the agreed SLA’s – Response time and Resolution time being the primary KPIs.
  • Emergency CSR handling on a 24/7 service level.
  • Installing patches and Emergency corrections.
  • Performing regular health-checks.
  • Analyze and resolve CSRs.
  • Develop workarounds to limit customer downtime while a permanent solution can be developed.
  • Replicate/diagnose CSRs such that engineering can quickly provide a corrective solution.
  • Escalate to second line support at India Development Center.
  • Ensure appropriate inclusion of Engineering function within investigation.
  • Be prime interface to the customer and hold review meetings with the customer on a timely basis. ·
  • Participate in the   development, review and implementation of product upgrade/patch and installation processes.
  • Provide technical training for rest of Operations staff and Customers (where required) on products.


  • Supporting software applications for customers
  • Expertise in GSM and SS7 skills
  • Indepth knowledge of networking
  • Oracle expertise
  • Effective written and verbal communications skills particularly communication in English via telephone and email engagement skills a must.

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