Job
Description
Account - EGS *Level of Hiring* - SME Voice Location - Coimbatore/Hyderabad (Candidates willing to relocate to these locations can be considered) Experience - 2.5 to 5 years *Education Qualification* - Any graduate *Mandatory Skills* Technical Support, DNS, VPN, Server Support, Networking, Troubleshooting, Cloud Support, Azure, coding, programming, Good Communication *Written Assessment* BU Customised Technical test *Job Role* Associates must support client on their technical issue - B2B role (Enterprise Support) Nature of Support - Voice -Technical support Work Mode - WFO- Shift - Rotational - Shift/24*7 Week Offs - Rotational Rounds of Interview - Technical test and Technical Ops {Process Specialist} Location: India (Hyd/ Coimbatore) *The Opportunity:* One-of-a-kind opportunity to dive into multiple cloud-based technologies, to explore and learn new features of today, find new solutions on cloud and help to improve by automating, transforming IaaS layer to more advanced layers. You will need to operate and enhance cloud environment with one of the most advanced cloud technologies *Your Key Result Areas:* Deliver timely and effective technical support to premium clientele via multiple communication channels. Maintain high customer satisfaction ratings and comply with quality standards in the majority of cases. Diagnose and resolve complex technical issues encompassing web protocols, networking standards, programming languages , system administration, email routing/delivery, and email encryption Analyze system and trace logs and configurations to determine the root cause of incidents. Employ command-line interfaces (Windows, Linux) for efficient troubleshooting and system administration. Adhere to defined Service Level Objectives (SLOs) for response and resolution times. Maintain thorough and accurate documentation of support interactions, troubleshooting procedures, and resolutions. Manage and resolve escalations from customers and partners Collaborate effectively with cross-functional technical teams to escalate and resolve intricate issues. Participate in on-call rotation to address critical incidents as required. Contribute to the creation of knowledge base articles and self-service resources for end-users. Maintain current knowledge of emerging technologies and product updates. Provide expert consultation to lower-tier support teams to facilitate case resolution. Demonstrate flexibility to accommodate rotational and/or night shift schedules. *Your Qualification:* Bachelors degree in Technology / Engineering -Preferable Computer Science /Computer Applications / Information Technology 5-6 years of experience in working in a Technical customer support operation resolving complex technical or operational issues Moderate exposure with scripting/ programming language and ability to read and understand scripts(Python, Javascript, HTML), identification of Log errors, traces and triggers. Preferable - Relevant technical certifications (e.g., Comp Network+, Security+, Linux+, Microsoft Certified: Azure Administrator Associate, Google Cloud Certified Associate Cloud Engineer). *Required:* Working experience with Web Protocols - HTTPS, DNS, SSL/TLS, and networking standards (Level - Intermediate Skills) Working experience with APIs and SQL - Query Language (Level - Intermediate Skills) Working experience with System Administration concepts, Active Directory, and command-line interfaces in Windows and Linux environments (Level - Intermediate Skills) Working experience with reading and understanding log traces for troubleshooting (Level - Advanced) Working experience with email routing and delivery mechanisms Demonstrated problem-solving skills with a strong focus on issue resolution Excellent critical thinking and troubleshooting abilities Strong intuition for identifying potential problem areas B2 level proficiency in English (both written and verbal) *Preference:* Familiarity with Google Workspace (GWS). Experience with Google Cloud Platforms (GCP), including project creation. Experience with migration tools and processes. Familiarity with BigQuery. Relevant technical certifications (e.g., CompTIA Network+, Security+, Linux+, Microsoft Certified: Azure Administrator Associate, Google Cloud Certified Associate Cloud Engineer) *Soft-Skills:* Customer Support Hygiene: Detail-oriented in managing and documenting support cases, ensuring accuracy, professional communication, timely follow-through, and organized records. Problem Solving & Identification: Strong ability to identify, analyze, and resolve technical issues logically and systematically, showing persistence and resourcefulness. Language & Communication Proficiency: Communicates clearly and professionally (verbal/written) with strong comprehension to understand user needs and explain technical information effectively. Active Listening & Comprehension: Actively listens to users, asks clarifying questions, and accurately understands problems for effective resolution. Issue Reasoning / Information Ordering: Applies logic and analysis to diagnose problems, organizing information to understand issue sequences and draw sound conclusions. Time Management: Effectively prioritizes tasks and manages workload to meet deadlines in a fast-paced environment while maintaining quality. Works well independently and cross functionally with other teams *What you can expect* An organization driven by technology We have a tremendous technology backbone Open, can do team spirit An environment where innovation and ideas are welcomed Will enrich our cloud-first capabilities and complement our increasing strengths You will be able to work with a team provide best-in-class cloud solutions for the intelligent workplace, applied innovation, and managed services
