Mega Support Engineers
6h ago

Who are we?

Afiniti is the world’s leading applied artificial intelligence and advanced analytics provider. Afiniti Enterprise Behavioral Pairing™ uses artificial intelligence to identify subtle and valuable patterns of human interaction in order to pair individuals on the basis of behavior, leading to more successful interactions and measurable increases in enterprise profitability.

Afiniti operates throughout the world and has measurably driven billions of dollars in incremental value for our clients. Key Responsibilities

  • Perform In-depth troubleshooting to identify the root cause by eliminating step-by-step possible root causes of the reported incident / issue
  • Ability to provide technical guidance to other technical support staff
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Able to coordinate and discuss technical issues with development and T3 teams
  • Maintain overall ownership of client’s issue and service, ensuring that they receive resolution within a committed SLA
  • Perform comprehensive root cause analysis and advise how to avoid such incidents in the future
  • Research, diagnose, troubleshoot and identify solutions to resolve customer issues
  • Document knowledge in the form of knowledge base tech notes and articles
  • The ideal candidate will have

  • 2-3 years’ experience in technical support role
  • Advanced understanding of Databases (MS SQL and MySQL), Server Operating Systems, Network & TCP / IP skills, VOIP and IP Telephony
  • Experience of using ticketing systems JIRA, Remedy, ServiceNow, etc.
  • Excellent written and verbal communication skills
  • Flexible approach to work and problem solving
  • The ability to work flexible hours including weekends to provide 24 / 7 team coverage
  • Excellent communication and customer service skills
  • Excellent telephone mannerisms
  • The ability to explain complex technical issues to non-technical staff
  • The ability to work proactively with little direct supervision
  • A commitment to continual professional development
  • A Team player
  • Experience or knowledge of working in ITIL framework
  • Education & Qualifications

  • Bachelor’s Degree - Computer Science graduates
  • Certification in IP Telephony VOIP / AWS
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