Job Details
Genesys - Tier 2 Support Engineer | |||||||||||||||
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Job Description
Tier 2 Genesys Support Consultant
Based: Slough
Salary: £30,000-40,000 + Benefits.
Dynamic, self motivated, experienced Genesys call centre support consultant required:
Working for the UK's leading Genesys professional services and systems integration company. Despite the downturn in the economy demand for our services continues to grow. As a result we need to increase the size of our Genesys support services team. For the right candidate it is an opportunity to bring your skills and also benefit from training and exciting projects that develop and enhance your skills.
My Client:
Is a systems integrator and solution provider focused on Genesys contact centres. We have helped contact centres of different sizes, in different industries, facing different challenges, to successfully implement technology solutions that address their business needs. Our experience and knowledge of a broad range of solutions, coupled with our unparalleled technical and development expertise, makes us uniquely positioned to assist contact centres through a continuous business improvement process.
The Role:
Successful candidate will take a lead position within support and managed services arm of the company. The primary focus of this role will be to provide technical support for the contact centre solutions involving the Genesys suite of products.
Service & Support Desk Engineer Tier 2
This role is responsible for providing 2nd level technical services and technology support to clients. This role covers the telephone (remote) and occasional physical delivery and ongoing support to clients on the Genesys suite of products.
Responsibilities
Respond to calls escalated by tier 1 support
Genesys support role, to provide direct support to PC-1 clients
Office based
Broad technical experience. So any experience with different operating systems, databases and networks would be useful
Diagnose and correct a fault up to the point where it is escalated to Genesys
Will need to be part of on-call rota
Clearly identify issues, ascertain importance and priority and provide troubleshooting and testing (may be remote or on-site) and resolve or escalate to external engineers
Provide a clear and thorough description of the issue to the relevant colleague via telephone
Issues must be resolved where possible within defined timeframes and SLAs met
Skills, Experience and Knowledge
Degree skilled in an IT subject (or a demonstrable IT track record)
Genesys qualified (CIV or CGE) and around 2+ years experience of Genesys with at least inbound voice and reporting. The more Genesys areas that have been covered the better - routing and multimedia products would be ideal
Sound knowledge of technology and proven experience in one or more of the following areas: Operating systems (pref. Microsoft/Unix), network hardware and Microsoft desktop/server solutions
1-2 years experience in a similar role
Good spoken and written English; able to explain issues clearly and in detail
Company Information
Information about the company offering this vacancy. This may be a recruitment agency representing a client.
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