Technical Support Specialist

Job ResponsibilitiesProvide first-level and second-level technical support via phone, email, chat, or ticketing systems.Diagnose and resolve issues related to software, hardware, networks, applications, and user accounts.Guide customers through step-by-step solutions and best practices.Log, track, and manage support tickets in the system.Prioritize and escalate issues based on severity and impact.Ensure timely resolution and follow-ups for all assigned tickets.Deliver excellent customer service with clear, friendly, and professional communication.Educate users on product features, functionality, and prevention of recurring issues.Maintain high customer satisfaction ratings.Assist with installation, configuration, and setup of applications or systems.Troubleshoot connectivity, performance, and access issues.Document common issues and solutions for internal knowledge bases.Required SkillsStrong understanding of troubleshooting methodologies for software, hardware, or cloud environments.Familiarity with ticketing tools (Zendesk, Jira, Freshdesk, ServiceNow).Good understanding of networking basics (TCP/IP, DNS, VPN, firewalls).Ability to handle multiple issues simultaneously with strong time management.Excellent communication and interpersonal skills.Strong analytical and problem-solving abilities.Basic knowledge of Windows/Linux/Mac OS troubleshooting.Experience with remote support tools (TeamViewer, AnyDesk, RDP).Familiarity with cloud products, SaaS applications, or hosting environments.Understanding of APIs, SQL, or log analysis (bonus, not required).QualificationsB.Tech degree is mandatory.2–5 years of experience in technical support, IT helpdesk, customer support, or related fields.ABOUT RTDSFounded in 2010, Real Time Data Services (RTDS) is a group of companies excelling in global information technology, specializing in Cloud Computing. We empower businesses worldwide with technologically advanced solutions that streamline operations and enhance efficiency. Being a market leader, we've catered to 10,000+ clients across the globe, consistently guaranteeing exceptional services. Our continuous innovation-led services include:Managed Cloud Hosting ServicesAWS Cloud ServicesPublic Cloud SolutionsCybersecurity SolutionsOUR MISSIONTo become the forefront of Tech Global Leaders in Cloud Computing by striving towards excellence in our robust products & services, providing a competitive edge to our customers.OUR VISIONOur vision is to achieve excellence through continuous improvement, innovation, and integrity, driven by a results-oriented and collaborative approach.OUR BRANDSAceCloud:AceCloud is a leading provider of high-performance, affordable cloud solutions for SMBs and enterprises. Its comprehensive suite of services includes:Public CloudPrivate CloudCloud GPUsKubernetesInfrastructure as a Service (IaaS)AWS ServicesAce Cloud is working closely with AWS for the SMB and Startup verticals PAN India. We specialize in Cloud Assessment, AWS Migration, Application & Database Modernization as well as Data Analytic, Machine Learning and AI. With a strong emphasis on innovation and customer satisfaction, Ace Cloud offers single-click deployment and 24/7 human support to ensure seamless operations for its clients. Learn MoreAce Cloud Hosting:Headquartered in Florida, USA, Ace Cloud Hosting is a leader in managed hosting with over 15 years of expertise in cloud-based technologies. Its services include:Accounting/Tax Application HostingManaged Security ServicesManaged IT ServicesHosted Virtual Desktop SolutionsLearn MoreKEY HIGHLIGHTSIndustry Experience: 15+ years in the industry serving over 8,000 clients globally with a team of 600+ employeesData Center Partners: 10+ data center partners located across the USA, UK, and IndiaStrategic Partnerships:Microsoft Direct Partner under the CSP Program.Intuit Authorized Commercial Hosting Provider.AWS Advanced Consulting Partner with Storage & SMB CompetenciesVMware Enterprise Partner for Infrastructure & Desktop Virtualization solutionsAccreditations and Memberships:ISO/IEC 27001:2022 CertifiedRegistered with NASSCOMMember of the Internet Telephony Services Providers’ Association in the UK.Awards and Recognitions:Customer Service Department of the Year Stevie Award (2024)CPA Practice Advisor Readers' Choice Awards (2023)VMware Accelerating Cloud Provider Partner Award (2020)K2 Quality Award for Customer Satisfaction (2019)Great User Experience Award by FinancesOnline (2018)User Favourite Award by Accountex USA (2016)CONTACT INFORMATIONWebsite: https://www.myrealdata.in