Technical Analyst

Job Title: Technical Support Executive

Joining: 7 Days to 60 Days

Job Location: Hinjewadi, Pune

Position: Full Time

Job Description:

As a member of our Customer Support Team you will be the first point of customer support, helping

them to support key commerce and commerce related applications critical to their business. 

Working beside other dedicated individuals you will support both cloud based and data centre based

customers. You will help our customers with everything from answering general questions to responding

to incidents and everything in between.

All our Customer Support team members are passionate about helping people and are empowered to

assist our clients in any way they can. We foster a strong sense of team and cooperation, building on

each other’s strengths and filling in with different areas of expertise. 

We also promote a "client first" mentality which helps us to provide an excellent experience for our

clients that makes us different from other managed services companies. We are adamant about setting

proper client expectations; then meeting or exceeding those expectations at every opportunity.

Responsibilities Include:

 Serve as the first point of contact for customers seeking technical assistance over the phone or

ticketing system

 Perform troubleshooting through diagnostic techniques and ask pertinent questions

 Determine the best solution based on the issue and details provided by customers

 Direct unresolved issues to the appropriate specialized support personnel

 Provide accurate information on IT products or services

 Record events and problems and their resolution in tickets 

 Follow-up and update customer status and information

 Pass on any feedback or suggestions by customers to the appropriate internal teams

 Identify and suggest possible improvements on procedures and documentation

 Identify and manage inconsistencies in tools, such as the CMDB and monitoring tools 

 Collaborate with other teams to keep client documentation current and accurate

 Audit tools, infrastructure and accesses on regular basis to ensure they continue to meet

necessary requirements.

 Report breakdown, equipment faults and any issues to management

 Assist with the new roll-outs, installations, patching and maintenances

 Assist in Triage teams’ long-term strategies and projects

 Ensure company targets (SLA, SLO) are met

 Other duties as assigned by management

 Candidate Profile

Requirements:

 Proven 3+ years of experience in a Technical customer support role

 3+ of Networking experience – Certifications nice to have (A+, Nework+ or above)

 3+ of Linux Server and Windows Server admin experience - Certifications nice to have

 3+ of  AWS or Azure Cloud - Certifications nice to have

 1+ of remote work experience

 1+ of working with a ticketing application

 2+ of virtualization experience – Vmware experience nice to have

 Good knowledge of internet security and data privacy principles

 Ability to diagnose and resolve technical issues

 Firm understanding of ITIL practices such as, Incident, Change and Problem Management 

 Proficiency in English

 Excellent communication skills

 Customer-oriented, cool-tempered

 Attention to details and good problem-solving skills

 BSc in IT, BCA, B. Tech, B.E Computer Science or relevant field

Other traits we look for:

 A professionally adaptable attitude

 Ability to self direct and take initiative and lead on incidents

 A positive, people-oriented and energetic attitude

 Ability to handle emergency situations and pressure

 An analytical, creative, and innovative approaches to solving problems

 An interest in working hard/being challenged in a fast-paced environment, and have fun while

doing it

 Ability to work well with others, collaborate, and work across matrixed teams

 Willingness to take charge of situations or issues and drive them to conclusion

Linux Windows Server Amazon Web Services Microsoft Azure Server

Projektazonosító: #25855854

A projektről