Senior Customer Support Engineer

Job Type: Full Time
Job Location: Hyderabad
Salary: 7-10LPA
Years of Experience: 7-12 years


  • Installing, configuring, and updating network software, as well as maintaining hardware and
    network devices.
  • Collaborating with cross-functional teams to ensure successful deployment and integration of
    network solutions.
  • Provide expert-level support for telephony systems, including troubleshooting complex issues,
    diagnosing problems, and resolving escalated incidents.
  • Act as a point of contact for challenging technical inquiries and collaborate with other support
    teams to ensure timely resolution.
  • Engage with telephony vendors and service providers to coordinate support activities, manage
    service level agreements (SLAs),
  • Create and maintain documentation, including configuration guides, troubleshooting procedures,
    and best practices for telephony systems.
  • Facilitate knowledge sharing within the support team and across departments to empower users
    and enhance overall system awareness.
  • Lead the deployment of new telephony solutions and the integration of telephony systems with
    other enterprise applications, such as CRM (Customer Relationship Management)
  • Monitor telephony system performance metrics, analyse trends, and implement optimization
    strategies to enhance call quality, reliability, and efficiency.
  • Identify opportunities for system improvements, capacity planning, and infrastructure upgrades to
    meet evolving business requirements.
  • Excellent troubleshooting skills, with the ability to analyse complex issues, perform root cause
    analysis, and implement effective solutions.
  • ensuring the timely closure and renewal of annual maintenance contracts with existing
    Qualification Requirements:
  • Bachelor’s degree in Eng, information technology, or similar.
  • Experience on VoIP protocols
  • Experience on Avaya/Telephony products would be an added advantage.
  • At least 5 years’ experience as a network support engineer.
  • In-depth knowledge of network infrastructure, architecture, connectivity, and security.
  • Superb analytical and problem-solving skills.
  • Exceptional organizational and time management skills.
  • Excellent communication, interpersonal, and leadership skills, with the ability to collaborate
    effectively across multidisciplinary teams and interact with stakeholders at all levels of the
  • Willingness to travel to client locations.
  • Should have worked in teams

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