Job Description

Systems Engineer to Troubleshoot our rapidly expanding infrastructure| Location - MOHALI, CHANDIGARH | Immediate Joiner |

Job Title: L1 System Engineer Location: Mohali, Chandigarh (Punjab) No. of openings: 5 Experience required: 1-3 years Company Profile: We are an authorized Verint and Avaya services partner that deals in providing a wide range of services, and solutions to enterprise telephony, call recording, workforce management, and back office operations. We have created a niche in providing Verint and Avaya services with a client base across the globe and delivery centers in the UK, Singapore, and India. Our professionals are highly skilled and certified in the existing Contact Center industry with an excellent proven track record of working with companies like Avaya and Verint. We are a customer-centric company and believe in delivering solutions, and providing services and support as per the needs of the customer; our main goal is to ensure customer satisfaction at Peak. Job Brief: We are looking for a Systems Engineer to help build out, maintain, and troubleshoot our rapidly expanding infrastructure. You will be part of a talented team of engineers that demonstrate superb technical competency, delivering mission-critical infrastructure and ensuring the highest levels of availability, performance, and security. Qualified systems engineers will have a background in IT, computer systems engineering, or systems engineering and analysis. Responsibilities: Capable of handling projects and BAU-related tasks from Level 1 perspectives on the Technical Front. Provide remote/onsite support from technical implementation, configuration, and integration perspective Ensure projects assigned are completed within the stipulated timelines. Respond to customer issues and provide support as assigned/required. Timely escalation, coordination, and follow-up of issues raised with Support Clients & OEM. Active involvement in handling Help-desk Operations. Work closely with the Seniors / Team Members on assigned special requests and projects. Work closely with the Customer to effectively manage the total volume of incoming calls / tickets to keep outstanding tickets to an agreed acceptable level. Ensure adherence to the defined SLA. Responsible for monitoring and resolving the assigned tickets. Responsible for ensuring the Support lab is functional and running with all currently supported solutions for internal training, testing, and learning. Analyze the incidents that are logged to cut down on repetitive efforts & devise steps to improve the SLA consistently. Ensure proper documentation with regard to Projects and IT operations perspective. Candidate may have to relocate within India and abroad based on project requirements from time to time. Verint System Audit to be performed at our AMC clients on a quarterly basis and report to be submitted to customers. Weekly tracker and Monthly synopsis to be shared with a customer as per agreement with our clients. Requirement: BE / B Tech in Computer Science or Information Technology with MCSE/CCNA certification. Understanding of Recording Solutions, preferably Verint, Avaya, or NICE. Good Knowledge of IT technologies such as LAN, WAN, Servers, Voice, etc. Candidate should have Good communication skills. Well-versed in English speaking & writing. Open to re-locate to different locations across India (If Required). 1-3 years of Verint Experience.