Senior Technical Support Engineer

Job Title: Sr. Technical Support Engineer (US Process).

Role Overview:

Ticket work:

• Each agent should close 12 tickets per day (Roughly 36-45 replies per day)

• Agents are expected to maintain a 4.0 (of 5) min. satisfaction rating or higher (based on

customer feedback through our ticketing system)

• Identify issues based on symptoms, error, or debug logs (Ref. Internal KB/KI or Public Support

KB)

• Escalate tickets to Tier 2 following escalation SOPs

• May require remote access to inspect/confirm issue on client-side

• Outbound Ticket Callouts as needed (for supervised remote session or clarifying details/issues)

• Take client calls for addressal of their queries.

Skills & Experience:

• Quality communication skills for calls and ticket communication

• Familiar with Network Environments and Network Troubleshooting

• Familiar with Server Environments (Hardware, RAID, ADS, etc.)

• Familiarity with Linux or Linux CLI

• At least 2+ years of experience in a related Technical Support oriented environment

• Certifications are a plus:

• Linux: LPIC, RHCP (Red Hat), Linux+

• Networking: CCNA, Cisco, etc.

• Other Related: MCSE, MCP, etc.

Shift timings: Rotational Shifts (US Shifts).

Working days: Rotational with two days off in a week.

Work Model: Work from office.

Location: Bangalore

Job Type: Contract job of 1 year (Extended based on performance).