Alepo Technologies Private Limited is hiring Technical Support Engineer
Roles & Responsibilities:
Attend customer issues through telephone/chat/email/support portal. Assign severity and priority to tasks/tickets Clearly explain verbally and in writing, solutions to problems reported Customers on skype or Alepo's support portal Create a support portal ticket on behalf of Customers for issues raised by chat or on skype Identify business impact of the issues reported and escalate as per the escalation process whenever needed Configure Alepo products as per business requirement in a local lab, staging and production systems Create Incident report and share it with customers as per the support process Restore service within defined SLA
Monitor health status of servers through monitoring tools like ICINGA, CACTI, MRTG, collected etc. Write scripts to automate process / procedures Write RCA, MOM, UAT, SOP and Incident report documents to stake holders as per support process Participate in drum beat calls Handle '3rd party integration' L1 issue independently Communicate and resolve '3rd party integration' issues with the help of vendor Involves working in shifts
Preferably worked on RADIUS, DIAMETER, SIP, Camel protocol Having knowledge on PCRF, OCS, CRM, Gx, Gy Interface Understanding of Support Processes, (SLA's , incident, Problem and Change Management) Knowledge on Linux Commands, Scripting, SQL Queries. Handled Oracle or MYSQL Databases. Worked on Monitoring Tools like Nagios or any other. Added advantage if having knowledge of Cloud or any other DevOps Tools
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Alepo Technologies Inc. is a multi-national company that develops and promotes service over internet enabling platforms for Broadband, Dialup and Wireless ISP/VoIP providers. With a product in deployment since 1997, Alepo is a leading provider of enabling infrastructure for telecommunications service providers. Alepo provides IT systems and IT consulting services for telecommunication companies, enabling them to compete efficiently and realize next generation services opportunities.
Alepo's products are deployed in six continents spanning services such as ADSL, MetroE, FTTH, Municipal WiFi, WiMAX, VoIP (retail and wholesale), and Triple and Quadruple play for customers such as France Telecom, Digicel, Turkcell, and Charter Communications. They are built according to the design principles of compliance to standards, automation, flexibility, scalability, and feature-richness, and the company has partnered with leading manufacturers of telecommunications equipment to ensure improved interoperability and smooth customer experience for its users.