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Technical Support Representative- Opswat

0 years

0 Lacs

mumbai metropolitan region

Posted:1 month ago| Platform: Linkedin logo

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Skills Required

support consulting collaboration ai technology portfolio software network empathy development troubleshooting installation configuration integration analyze resolve documentation testing patch deployment regression checks monitoring server linux unix networking ip routing firewall communication analysis service

Work Mode

On-site

Job Type

Full Time

Job Description

Introduction

A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe.You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio, including Software and Red Hat.Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you'll be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in groundbreaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment

Your Role And Responsibilities

  • Monitor and manage incoming support tickets, chats, emails, calls, maintain ticket queue.
  • Perform initial troubleshooting: replicate issues, gather logs, error messages, system state.
  • Assist users with installation, configuration, integration of OPSWAT / CDR / MetaDefender products.
  • Work with internal tools and dashboards to analyze issues (product logs, system logs, event logs).
  • Escalate issues to L2 / Development teams when needed, providing detailed reproduction steps, log files, screenshots.
  • Work with cross‑functional teams (product, R&D, QA, infrastructure) to resolve product defects.
  • Maintain and update internal knowledge base / documentation (SOPs, FAQs, known issues).
  • Ensure SLAs for ticket resolution, follow up with customers or users, communicate status.
  • Participate in on‑call rotations (if applicable).
  • Assist in product testing, version upgrades, patch deployment, regression testing (as mandated).
  • Perform routine health checks, status monitoring, and proactive alerts (if applicable).

Preferred Education

Master's Degree

Required Technical And Professional Expertise

  • Strong familiarity with Windows (10 / 11, server) and ideally some Linux / Unix knowledge.
  • Knowledge of networking fundamentals: IP, DNS, routing, ports, firewall, proxies, NAT, VPN.
  • Understanding of file systems, file formats, permissions, file operations.
  • Ready work in 24*7 shifts

Preferred Technical And Professional Experience

  • Strong verbal and written communication, ability to explain technical issues in clear terms.
  • Problem analysis and troubleshooting mindset.
  • Attention to detail
  • Customer‑oriented, service mindset.

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