Job
Description
ATS – Advanced Technical Support applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives. Contribute through trainings to upskill peers or stakeholders. About the Role Years of experience needed – 5+ Years of experience. Responsibilities Good experience with enterprise networking, monitoring, troubleshooting, and management tools. Experience in Networking protocols testing (HTTP, HTTPS, SNMP, Telnet, FTP, SSH, DNS, DHCP, IPV4, IPV6, TCP/IP, UDP, ARP, LLMNR, WINS). Experience of application inter-operability testing on Access points, routers and mobiles. Proven previous professional experience conducting Packet Analysis using Wireshark or equivalent tools. Knowledge on Networking Concepts (WSD, LPD, Bonjour, Ldap, IPSec, 802.1x, Certificate management, Radius server). Working experience in Windows, Linux & MAC OS’s. Knowledge of printing solutions. Cloud exposure. Exposure to proxy servers. Exposure to Wireshark. Run Network trace in client PC. Method for verifying open network ports. Method for ensuring printer internet/cloud connectivity. Troubleshooting print job submission failures. Excellent verbal and written communication skills in language to be supported. Advanced troubleshooting skills in a technical environment. Excellent analytical and problem-solving skills. Advanced Software and hardware knowledge of computing, storage and peripheral devices. Specific knowledge and training with HP products. Knowledge of multiple product lines (for example, proactive, reactive, storage, enterprise systems, tier 2 or 3 support, etc.). Advanced proficiency with case management databases and tools. Superior customer service skills. Phone and remote support experience. E-support experience, knowledge and resolution ability. Ability to solve and document solutions for usage of other technicians and customers. Ability to mentor new agents. Ability to train peers on solutions. Ability to take full ownership for resolution with escalated customers. Ability to lead technical action plans. Lead or provide expertise to teams or projects. Highly Developed knowledge of more complex solutions. Very good communication skills. Should be very interactive and top on deliverables being working from client environment. Qualifications Bachelor's or master’s degree in Computer Science, Information Systems, Engineering or equivalent. Required Skills Excellent verbal and written communication skills in language to be supported. Advanced troubleshooting skills in a technical environment. Excellent analytical and problem-solving skills. Advanced Software and hardware knowledge of computing, storage and peripheral devices. Specific knowledge and training with HP products. Knowledge of multiple product lines (for example, proactive, reactive, storage, enterprise systems, tier 2 or 3 support, etc.). Advanced proficiency with case management databases and tools. Superior customer service skills. Phone and remote support experience. E-support experience, knowledge and resolution ability. Ability to solve and document solutions for usage of other technicians and customers. Ability to mentor new agents. Ability to train peers on solutions. Ability to take full ownership for resolution with escalated customers. Ability to lead technical action plans. Lead or provide expertise to teams or projects. Highly Developed knowledge of more complex solutions. Very good communication skills. Should be very interactive and top on deliverables being working from client environment. Preferred Skills Cloud exposure. Exposure to proxy servers. Exposure to Wireshark. Run Network trace in client PC. Pay range and compensation package Maximum - 16LPA Equal Opportunity Statement We are committed to diversity and inclusivity. ``` Show more Show less
