Trainee Technical Support Engineer

Company Description

Miratech is an IT services and outsourcing company that provides services to multinational organizations all over the world. Our highly professional team achieves success with 99% of IT projects in financial, telecommunication and technology domains. Founded in 1989, Miratech has its headquarters in New York, USA; with R&D centers in Poland, Philippines, Slovakia, Spain, and Ukraine. Technical complexity is our passion, stability is our standard, friendly work environment is our style. We empower our employees to grow together with the company, to achieve ambitious goals, to be a part of international relentless team which helps the visionaries to change the world.

Job Description

The customer is the world’s leading provider of customer service and contact center software, with more than 4,500 customers in 80 countries. Drawing on its more than 20 years of customer service innovation and experience.

Software consist of multiple components, running in client-server architecture, using a variety of protocols, monitoring health check of the whole environment, providing components with access to configuration information that may consists hundreds of thousands of objects, distributed and virtualized, supported on major databases and major platforms.

Our candidate will be responsible for providing technical support for part of the wide list of products.

• As part of the Customer Care Team, the Technical Support Engineer will be responsible for the troubleshooting, resolution, and communication of customer issues reported to Genesys Customer Care.
• Resolve technical issues of the Genesys Reporting product suite for Genesys Customers and Partners around the world.
• Research reported issues to find resolution through log analysis, problem replication, knowledgebase searches, and peer collaboration.
• Understand how the issue impacts the Genesys solution and request appropriate information to resolve it.
• Log and Track issues within our CRM solution including research, customer communication, and updates as the problems are being worked.
• Close issues with a concise written resolution and root cause analysis when confirmed by customer

Qualifications

• Engineering/Computer Science degree and/or diploma with relevant work experience
• Good analytical and troubleshooting skills;
• Strong sense of ownership with ability to take control of difficult and/or chaotic situations
• English - Upper-Intermediate;

Some knowledge in the following technologies would be a plus:

• Knowledge of Cloud services;
• Knowledge of Docker, Kubernetes;
• Knowledge of Networking protocols;
• Databases (MSSQL or Oracle + basic SQL);
• Operating systems;

Additional Information

We offer

• Strong career opportunities for professionals
• A variety of international projects and mobility across them
• Career development support and professional certification opportunities
• Competitive compensation, advanced bonus systems
• 20 working days of paid vacations and sick leaves
• Flexible working schedule with a remote possibility
• Corporate health insurance program
• Foreign languages classes and communication with native speakers
• Corporate mobile service compensation
• Modern and conveniently located offices with cozy working conditions
• In-house canteen or kitchen
• Corporate, social, and cultural events