Sr. Technical Support

You will be working as a Sr. Technical Support Engineer in a US Process for Solid Systems Global, located in HBR Layout, Bangalore. Your primary responsibility will be handling ticket work efficiently by closing 12 tickets per day, which translates to approximately 36-45 replies daily. It is essential to maintain a minimum satisfaction rating of 4.0 out of 5, as per customer feedback received through the ticketing system. Your role will involve identifying issues based on symptoms, error messages, or debug logs by referring to internal knowledge bases or public support resources. You will be required to escalate tickets to Tier 2 support following the standard operating procedures. In some cases, remote access to the client-side may be necessary for issue confirmation. Additionally, you may need to make outbound ticket callouts for supervised remote sessions or to clarify details or issues. Apart from ticket work, you will also handle client calls to address their queries effectively. To excel in this role, you should possess excellent communication skills for both calls and written ticket communication. A good understanding of Network Environments and Network Troubleshooting, as well as familiarity with Server Environments including hardware, RAID, and Active Directory Services, is crucial. Knowledge of Linux or Linux Command Line Interface (CLI) is also desirable. Ideally, you should have a minimum of 2 years of experience in a similar Technical Support environment. Holding relevant certifications such as LPIC, RHCP (Red Hat), Linux+, CCNA, Cisco, MCSE, or MCP would be advantageous. The job entails working in rotational shifts aligned with US timings. You will have rotational working days with two days off each week. The work model is a hybrid model combining remote and on-site work as per the company's requirements. This is a contract job for a duration of 1 year, with the potential for extension based on your performance and contribution to the team.,