Technical Analyst
₹37500-75000 INR
Paid on delivery
Job Title: Technical Support Executive
Joining: 7 Days to 60 Days
Job Location: Hinjewadi, Pune
Position: Full Time
Job Description:
As a member of our Customer Support Team you will be the first point of customer support, helping
them to support key commerce and commerce related applications critical to their business.
Working beside other dedicated individuals you will support both cloud based and data centre based
customers. You will help our customers with everything from answering general questions to responding
to incidents and everything in between.
All our Customer Support team members are passionate about helping people and are empowered to
assist our clients in any way they can. We foster a strong sense of team and cooperation, building on
each other’s strengths and filling in with different areas of expertise.
We also promote a "client first" mentality which helps us to provide an excellent experience for our
clients that makes us different from other managed services companies. We are adamant about setting
proper client expectations; then meeting or exceeding those expectations at every opportunity.
Responsibilities Include:
Serve as the first point of contact for customers seeking technical assistance over the phone or
ticketing system
Perform troubleshooting through diagnostic techniques and ask pertinent questions
Determine the best solution based on the issue and details provided by customers
Direct unresolved issues to the appropriate specialized support personnel
Provide accurate information on IT products or services
Record events and problems and their resolution in tickets
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal teams
Identify and suggest possible improvements on procedures and documentation
Identify and manage inconsistencies in tools, such as the CMDB and monitoring tools
Collaborate with other teams to keep client documentation current and accurate
Audit tools, infrastructure and accesses on regular basis to ensure they continue to meet
necessary requirements.
Report breakdown, equipment faults and any issues to management
Assist with the new roll-outs, installations, patching and maintenances
Assist in Triage teams’ long-term strategies and projects
Ensure company targets (SLA, SLO) are met
Other duties as assigned by management
Candidate Profile
Requirements:
Proven 3+ years of experience in a Technical customer support role
3+ of Networking experience – Certifications nice to have (A+, Nework+ or above)
3+ of Linux Server and Windows Server admin experience - Certifications nice to have
3+ of AWS or Azure Cloud - Certifications nice to have
1+ of remote work experience
1+ of working with a ticketing application
2+ of virtualization experience – Vmware experience nice to have
Good knowledge of internet security and data privacy principles
Ability to diagnose and resolve technical issues
Firm understanding of ITIL practices such as, Incident, Change and Problem Management
Proficiency in English
Excellent communication skills
Customer-oriented, cool-tempered
Attention to details and good problem-solving skills
BSc in IT, BCA, B. Tech, B.E Computer Science or relevant field
Other traits we look for:
A professionally adaptable attitude
Ability to self direct and take initiative and lead on incidents
A positive, people-oriented and energetic attitude
Ability to handle emergency situations and pressure
An analytical, creative, and innovative approaches to solving problems
An interest in working hard/being challenged in a fast-paced environment, and have fun while
doing it
Ability to work well with others, collaborate, and work across matrixed teams
Willingness to take charge of situations or issues and drive them to conclusion
Project ID: #25855854
About the project
3 freelancers are bidding on average ₹54167 for this job
Analista de Sistemas, que esperiente, conhecimento em diversas áreas de empresa de varejo. Marketing, crm, call center. Especialista em suporte Linux a servidores e rotinas em Shell Relevant Skills and Experience Anal More