Service Delivery Field Support Engineer

2 weeks ago


Singapore World Partners Solution Pte. Ltd. Full time

Job description

  • Provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment, systems, and software
  • Checks out and approves operational quality of system equipment. Instructs customers in the operation and maintenance of the system.
  • Serves as company liaison with customer on administrative and technical matters for assigned cases.
  • Interprets customers' needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers.
  • This job may include any aspect of field support, and is not limited to system hardware and software, networking/wireless networking.
  • This job provides customer support. If employee is primarily responsible for supporting applications/systems engineering.
  • Manage post implementation support issues (fault call tickets)
  • Participate in regular operations review meetings, including operational issues, tickets review etc.
  • Conduct internal training as part of knowledge sharing.
  • Provide Level 3 operations support for Verint voice recording system
  • Perform changes to the network in-line with the organization's Change Management processes.
  • Ensure compliance to policies, processes, and standards, both internal and clients' organization

Requirement

  • Lead the Conversation with client, to understand the issue(s) face by the client and resolve the issue(s).
  • Taking ownership and accountability of the issue list.
  • Work / troubleshoot with vendors, principals, and colleagues on resolving the issue.
  • Good troubleshooting and logical skill.
  • Good documentation skills.
  • Experience in raising and closure of ITSM.
  • ITIL knowledge and experience is preferred.
  • Team player, but also able to work independently when required.
  • Interested to learn and pickup new skills.
  • Strong Knowledge of voice recording (Verint)
  • Experience in Verint 15.1 and 15.2.
  • Well versed with Verint installation and troubleshooting.
  • Willing to work in extended hours and on duty.
  • Analytical and possess good troubleshooting skills.
  • Willing to work hard and eager to learn about new technologies.
  • Polite and able to communicate well to the clients, client oriented.
  • Hands on experience in the following products module will be highly advantageous:

(1) Verint Voice Recording

(2) Verint Speech Analytics

(3) Verint WFM

(4) Verint Customize Report

(5) Verint Quality Monitoring



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