Graduate in IT/Computer science.

 3-4years IT experience in Windows/Database/Telephony Environment.

 2 years of technical support experience

 2 years of customer contact center or service experience that supports implementation, and

troubleshooting of software applications and related technology infrastructure, or equivalent.

 Experience with Windows operating systems, desktop domains (active directory), and Windows

security

 Microsoft Certification

 Excellent knowledge in setting up remote connection through various remote connection

applications and techniques such as Citrix, VMWARE, RDP, VPN, etc.

 Proven knowledge of network communication - network structure (LAN, WAN) protocols (TCP-

IP) and communication equipment functionality (hubs, switching hubs, routers)

 Proven ability to troubleshoot technical issues and analytical skills

 Knowledge in databases (SQL server 2000, 2005 and beyond)

 Knowledge in hardware -- Servers H/W modules, RAIDs.

 Ability to interpret schemas, and/or author queries and stored procedures

 Proven ability to troubleshoot issues and manage customer issues using a commercially

available incident management system

 Excellent verbal and written English communication Skills.

 Good customer management skills and analytical skills.

 Strong communication skills written and verbal – experience in documenting customer issues

with ability to tailor the explanation of technical concepts to the audience, may be required

to author technical articles to document found solutions

 Familiarity with Contact Center operations and technology software and tools

 Experience in effectively dealing with customer service issues & handling customer conflict

 Ability to work non-standard US based business hours and shift rotations

 Willingness to demonstrate scheduling flexibility in the interest of customer satisfaction; will be

required to participate in on-call rotations

 May need to accommodate occasional domestic travel.

Preferred Requirements:

 Administration and maintenance of Enterprise level Application