Associate Technical Support Engineer

Job Title: Associate Systems Engineer, Kuala Lumpur

Department & Team: Support Services

Location: Kuala Lumpur, Malaysia

Job Reports to: Technical Team Manager, ANZ

Approved by: Srivatsan Sundaravaradan

Job Summary

The Associate Systems Engineer is an entry level position within Genesys Global Customer Care and has a specific career path within the Services organisation. Potential career paths include: Systems Engineer, Senior Systems Engineer, Principal Engineer, Technical Account Manager, Technical Team Lead, Field Engineer, Professional Services Application Developer, Call Centre Consultant, Training Consultant, Project and Engagement Manager, or Regional Management.

Major Responsibilities/Activities

  • Contributes as a member of Support ACD queue to work on level 1/2/3 issues coming via Phone, call, chat, email from our partner's/customer's engineers.
  • Works as part of a Managed Services team to perform proactive support, MACs and monitoring of customer production environments/data centres.
  • Participates in onsite and professional services activities, as required including: System Installation, Configuration and Customization, and Application Development.
  • Serves as the direct point of technical contact to provide high quality Software and Hardware support to experts from our partners and customers for Genesys solutions and related technologies.
  • Participates in afterhours support coverage roster.
  • Responsible for staying up-to-date of current technologies, industry trends and develop advanced expertise in one of the following subject matters (Telephony, Networking, VOIP, DBs or Programming etc)

Minimum Requirements

  • Bachelor's degree in Computer Sciences, Software Engineering, Telecommunications or relevant field.
  • Fluency in English is a requirement.
  • Must be able to multi-task.
  • Must be able to handle pressure under critical situations.
  • Excellent communicator and team player.

Work Context

  • Communicates regularly with colleagues and management
  • Uses computer frequently
  • Moves objects weighing 10-25 lbs.
  • Sits at desk the majority of the work day
  • Legally eligible to work in the Malayisa #LI-MP1

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