Job Description

JOB TITLE : Sr. Technical Support Engineer (US Process) JOB DESCRIPTION : 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 ( can get extendable based on your performance) Payroll company name : Solid Systems Global, HBR LayoutRole & responsibilities