Resident Engineer, Global Telecom Support — L1/L2

As a Resident Engineer, you will provide 24x7 global telecom support for business-as-usual operations and critical voice components across ICDIAL and Genesys platforms. You will support work-at-home environments across multiple geographies, including NA, EMEA, and India, while helping maintain voice infrastructure performance, uptime, responsiveness, and customer satisfaction.

Responsibilities

- Provide L1 and L2 24x7 global telecom support for all assigned activities across voice infrastructure environments.
- Manage business-as-usual support for critical voice components on ICDIAL and Genesys platforms.
- Support existing accounts in work-at-home environments across multiple geographies, including NA, EMEA, and India.
- Deliver back-office and support functionality under CNX surveillance across assigned shifts.
- Handle RFS, incidents, ramp-up requests, and ramp-down requests in alignment with operational requirements.
- Perform preventive maintenance activities to help sustain voice infrastructure availability and performance.
- Monitor and support usage statistics, uptime, and response-time improvement activities.
- Coordinate with vendors as required to maintain and manage voice infrastructure.
- Complete daily, fortnightly, monthly, and quarterly activities accurately and on time.




- Support operational goals focused on maintaining 99.99% uptime, improving response time, and enhancing CSAT.
- Complete proactive checklist requirements as part of assigned shift responsibilities.
- Complete all assigned, mandatory training within the timeframe provided.
- Conduct and/or participate in regularly scheduled 1:1 meetings with your direct manager and/or direct reports.

Qualifications

- Experience or working knowledge in L1 and/or L2 telecom support activities.
- Knowledge of voice infrastructure support and operational troubleshooting.
- Familiarity with ICDIAL and Genesys platforms.
- Ability to support 24x7 operations across global environments.
- Ability to manage incidents, RFS activities, and ramp-up/ramp-down support requests.
- Understanding of preventive maintenance, uptime tracking, usage statistics, and operational checklists.
- Ability to coordinate effectively with vendors and internal support teams.
- Strong attention to detail with the ability to complete recurring daily, fortnightly, monthly, and quarterly tasks on time.
- Commitment to service quality, uptime, responsiveness, and CSAT improvement.
- Ability to work in a work-at-home support setting across multiple geographies.

📌 Telecom Support Engineer (Kolkata)
🏢 Concentrix
📍 Kolkata