Technical Support Executive

✔ Age: 20 to 30 years.

✔ Strong proficiency in English, both written and verbal.

✔ Strong interest and willingness to adapt to the digital world and stay updated with modern technologies.

✔ Must be customer-service oriented with a strong commitment to teamwork, adaptability, and taking initiative.

✔ Strong understanding of SIP technology, TDM technology, and IP Networking.

✔ Good understanding of Digital Marketing and Telecommunications.

✔ Ability to work effectively under pressure and flexible working hours, including providing 24/7 technical support when required.

✔ Strong communication, troubleshooting, and customer-handling skills to provide effective technical support.

✔ Ability to analyze technical issues and provide clear, timely, and appropriate solutions.

✔ Candidates with previous experience in the IT industry will be preferred.

✔ Monitor and analyze system logs and traces, perform routing configuration, and maintain regular backups of the Soft Switch Configuration Database.

✔ Demonstrate strong technical knowledge of SIP, RTP, TCP, SMPP, A2P SMS, Linux, and IP Networking.

✔ Manage products and platforms, including API, SMPP, Telco, and MFS integration.

✔ Identify technical challenges and develop innovative, effective, and scalable solutions to ensure customer requirements are properly defined and satisfactorily addressed.

✔ Understand and analyze customer complaints related to technical issues, applications, and software requirements, and provide appropriate technical feedback and solutions.

✔ Maintain technical knowledge of firewalls, database security, access control systems, CCTV/CC camera installation, and related IT infrastructure.

✔ Monitor and maintain the performance, availability, and reliability of web-based and mobile applications while ensuring compliance with defined Service Level Agreements (SLAs).

✔ Perform Root Cause Analysis (RCA) for application bugs and technical incidents by analyzing application logs, database queries, system behavior, and relevant code.

✔ Troubleshoot and resolve application, database, networking, and integration-related issues within the required service timelines.

✔ Coordinate with internal technical teams, developers, network teams, and other stakeholders to ensure timely incident resolution and uninterrupted service delivery.