Technical Support Engineer

3 days ago


Cyberjaya, Selangor, Malaysia LanceSoft, Inc. Full time 60,000 - 120,000 per year

rimary Responsibilities:

· Provide incident support for Genesys and Avaya Telecom products, including Aceyus,

CMS, ALD, ACM/Avaya Agent for Desktop, IVR/SBC/Avaya infrastructure/TFN, and other

voice applications.

· Maintain system availability using tools like Splunk, Prognosis, ServiceNow, and other

voice monitoring tools.

· Participate in major incident management calls during P1/P2 incidents and effectively

communicate issues.

· Quickly engage with internet service providers and vendors through portals or direct

communication.

· Collaborate with the entire infrastructure and application teams to identify and resolve

issues.

· Prepare trend analysis reports of critical device failures and drive resolution plans.

· Adapt to a fast-paced environment and stay updated with new technologies.

· Create and update process documents and knowledgebase articles.

· Train end-users and team members on voice concepts, technology updates, and new

skills.

· Drive efficient incident resolution and management of voice infrastructure issues by

direct collaboration with users and business partners.

· Participate in interlock calls with the product team t



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