Technical Support Manager

1 week ago

Pune, Maharashtra, India Accops Full time

Technical Skills Required:

  • Good knowledge in Networking and troubleshooting tools- DNS, DHCP, TLS, SSL, security Protocols, Routing, Packet data analyzing, Prior experience in working with Wireshark, Nmap, Debug view, etc.
  • Knowledge in VAPT analysis & Securityknowledge about security software such as DLP, firewalls
  • Product and Application SupportGood experience in product and application support with sound knowledge of networking and IT InfrastructureMust have worked on supporting any enterprise security applications like zero trust, Identity Management solution, Multifactor Authentication SolutionAny support experience in Virtualization products coming from Citrix, Microsoft, Dell, etc.
  • Should have worked with any reverse proxy solutionsShould understand how key web servers can be troubleshooted like Apache, NGINX, TOMCAT, IIS, etc.
  • OWASP Application Security GuidelinesHow typically big enterprise support product installation and upgrades are managed and how the patch management is doneKnowledge of Power-shell scripting, Linux shell scripting, and Python
  • Infra SupportExcellent knowledge in Windows Server operating systems & Roles - Active directory, Group policies, Remote Desktop services, IIS, FSMO roles.Process data analyzing, Windows sys- internals tools knowledge will be add on. Batch and PowerShell scripting will be desirableWork experience in Client-side operating systems - Windows 7,8,10 are mustVery good Working knowledge in Linux & Mac operating systems
  • Support Management and Tools knowledgeGood knowledge of L1 and L2 Ticket tracking toolsGood Knowledge of Service level management toolsShould be able to manage escalations and the agreed and provided SLA for various clientsShould be able to provide reports for any escalations, Root cause Analysis (RCA), Productivity reportsMust make sure escalations are managed at root level and there is zero repeat escalationsExcellent knowledge on Server Operating systems (Win 2016/19/22, Linux flavors)Proficient in Networking - DNS, DHCP, basic routing concepts, network monitoring commands & tools,Good knowledge in IT Infrastructure & Security concepts -Storage, File servers, SSL certificates, VPNs gateways, VAPT analysis, UTMS, etc.
  • Good knowledge in Azure Cloud, conceptual understanding in Desktop as service, working experience in Azure Virtual Desktop / equivalent products

Role and Responsibilities:

  • To provide solutions, not workaroundsGood listener to customer, provide on time deliveries; Involve appropriate authorities when escalations are requiredMake sure Support deliveries are under SLAsProvide Solution documents, KB articles & RCAs and make sure team members are following the processProactively involve in escalations and make sure customer commitments are metCoordinate with Product Management team for bug fixes, new feature escalations & development related items and make sure on time resolutionGood with Statistical data, analyze priorities and involve in the product improvement discussionswork as a leader of special or Ongoing requirementsUse appropriate judgement during critical environments.
  • Reproduce customer issues and if required, analyse the root cause; Check and verify any viable solutions available other than development – such as creating scripts, simple solutions, etc.

Good to have:

  • Knowledge of Windows kernel DriversKubernetes and Container technologiesPrior experience in support ticketing tools and processExperience in documentationsCertifications - ITIL3 or ITIL4

Soft Skills Required:

  • Strong communication skills (written and Verbal)Clarity of thoughtUser-centric approachSincereProactiveSelf-motivatedLogical bent of mind (Analytical)Team ManagerFlexible/adaptableStrong verbal communication skills

Accops empowers modern enterprises with agility, flexibility, and affordability by providing secure and instant remote access to business applications from any device and network.

Founded in October 2012, Accops is headquartered in Pune, India, and is known for its nimble and customizable approach, offering faster response times to dynamic environments.

We are a rapidly growing IT product company with a flat organizational structure and flexible work environment.

We enable enterprises to adopt 'work from anywhere' and by joining us, you get to work on hypergrowth technologies, like virtualization, cloud computing and network security.

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