Job
Description
We are hiring for one of our Leading Client for SME - Technical Support for Vizag. Experience - 2+ Years Must have experience in Surveillance, Desktop Troubleshoot, Networking like routing, switching, LAN/WAN etc. Shift - Rotational Shift ( Providing Night shift allowance apart from CTC) CTC - 4 LPA 5 Days working ( Week off - Any 2 days in a week) Qualification - Bachelors Degree preferred, or equivalent combination of education, training, and experience Location - Vizag Interview Mode - Face to Face POSITION SUMMARY SME is responsible for technical support for a team of Technical Support staff to provide excellent customer experience by troubleshooting and resolving customer issues remotely. In this role, you are accountable for creating a knowledge base, troubleshooting documentation. RCAs to ensure quality customer experience and accurate ticket resolution. You will be empowered to leverage company ticketing platform, resolution metrics, and will perform ticket audits to ensure efficient and effective customer resolution. In addition to this role, it will be expected to identify team member development and training opportunities. You will also serve as a key conduit of communication for other groups such as Application engineering, Field Tech Support, Customer Success, Project Management. This position requires working during India Holidays ESSENTIAL FUNCTIONS Reasonable Accommodation Statement To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodation may be made to help enable qualified individuals with disabilities to perform the essential functions. Essential Functions Statement(s) Responsibilities: Oversee the day-to-day outage patterns and repeat outages. Demonstrate a consistent commitment to customer experience through effective ticket resolution. Predict and proactively anticipate customer needs. Work with internal teams to ensure complex and/or escalated issues are resolved. Evaluate problems and provide applicable solutions to meet macro and micro-outcomes. Seeking to overcome challenges and accept failure as an opportunity for improvement. Generate Knowledge Base articles, training materials, and procedures to align team to business objectives Perform regular ticket audits to recognize success and identify opportunities for improvement. Listen to team members feedback and resolve issues or conflicts in a timely manner. Review outcomes to promote successful behaviors and provide feedback opportunities for growth. Technical Prowess In order to effectively lead and coach your Team, the following technical skills and experiences are required. You will be expected to diagnose and resolve technical issues across a variety of hardware, software, and networking topics including but not limited to: Remote desktop support Desktop applications Enterprise level network architecture Complex LAN/WAN environments VPN technologies (L2TP, IPsec, OpenVPN, etc.) Network security (Cisco, SonicWall, Cradlepoint, etc.) Virtualization technologies (VMWare, Hyper-V, etc.) Various operating systems (Linux, MacOS, Windows) Security protocols (HTTPS, TLS/SSL, AES, etc.) Network protocols (TCP/IP, LDAP, Domain, DHCP, DNS, etc.) Networking and configurations (Switching, routing, firewalls, etc.) Web technologies (XML, HTML, CSS) Cloud Services (Amazon Web Services, Azure, Private Cloud, etc.) Ticketing Systems (ServiceNOW, Zendesk, Connectwise Manage, Remedy, etc.) SKILLS & ABILITIES Education & Experience: 2+ years experience in a technical support, helpdesk, or network support position. Preferred certifications include CompTIA Linux+, Network+, CCNA but are not required. Bachelors Degree preferred, or equivalent combination of education, training, and experience.
