Technical Support Manager
1 week ago
Technical Skills Required
Experience Requirement - 10 years
Essential Expertise:
- Proficient in Networking and troubleshooting tools including DNS, DHCP, TLS, SSL, security protocols, Routing, Packet data analysis, Previous experience with Wireshark, Nmap, http analyzer, Debug view, and more.
- Familiarity with VAPT analysis & Security
- Understanding of security software like DLP, firewalls, with additional knowledge of End Point security
Product and Application Support
- Substantial experience in product and application support with in-depth knowledge of networking and IT Infrastructure
- Experience in supporting enterprise security applications such as zero trust, Identity Management solution, Multifactor Authentication Solution
- Support expertise in Virtualization products from Citrix, Microsoft, Dell, etc.
- Familiarity with reverse proxy solutions
- Proficiency in troubleshooting key web servers like Apache, NGINX, TOMCAT, IIS, etc.
- Understanding of OWASP Application Security Guidelines
- Knowledge of handling product installations, upgrades, and patch management in large enterprises
- Proficiency in Power-shell scripting, Linux shell scripting, and Python
Infrastructure Support
- Thorough knowledge of Windows Server operating systems & Roles such as Active directory, Group policies, Remote Desktop services, IIS, FSMO roles.
- Experience in data analysis, familiarity with Windows sys-internals tools, and expertise in Batch and PowerShell scripting
- Hands-on experience with Client-side operating systems like Windows 7, 8, 10
- Proficient in Linux & Mac operating systems
Support Management and Tools Knowledge
- Understanding of L1 and L2 Ticket tracking tools
- Knowledge of Service level management tools
- Ability to handle escalations and meet SLAs for various clients
- Capability to provide reports for escalations, Root Cause Analysis (RCA), and Productivity reports
- Ensure effective management of escalations to prevent repeat occurrences
- Expertise in Server Operating systems (Win 2016/19/22, Linux flavors)
- Proficient in Networking essentials like DNS, DHCP, basic routing concepts, network monitoring commands & tools
- Sound knowledge of IT Infrastructure & Security concepts including Storage, File servers, SSL certificates, VPNs gateways, VAPT analysis, UTMS
- Acquainted with Azure Cloud, and experience in Azure Virtual Desktop or equivalent products
Role and Responsibilities:
- Focus on providing solutions rather than workarounds
- Active listening to customers, ensuring timely deliveries, involving appropriate authorities for escalations
- Ensuring Support deliveries are within SLAs
- Providing Solution documents, KB articles, and RCAs, and monitoring team adherence to processes
- Proactive involvement in escalations and meeting customer commitments
- Coordinating with Product Management team for bug fixes, new feature escalations, and timely resolutions
- Proficient in statistical data analysis, prioritizing tasks, and contributing to product improvement discussions
- Acting as a leader for special or Ongoing requirements
- Exercising good judgement during critical situations
- Analyzing and resolving customer issues, exploring alternative solutions beyond development
Additional Skills:
- Understanding of Windows kernel Drivers
- Familiarity with Kubernetes and Container technologies
- Prior exposure to support ticketing tools and process
- Experience in documentation
- Certifications such as ITIL3 or ITIL4
Soft Skills Required
- Excellent communication skills (written and verbal)
- Clear thinking and user-centric approach
- Sincerity and proactivity
- Self-motivated with analytical thinking
- Effective team management
- Adaptability and flexibility
Accops fosters agility, flexibility, and affordability for modern enterprises by providing secure remote access to business applications from any device and network. Established in October 2012, Accops, based in Pune, India, is recognized for its responsive and customizable solutions tailored to dynamic environments.
We are a rapidly expanding IT product company with a streamlined organizational structure and adaptable work settings. Join us to contribute to the future of 'work from anywhere' by working on cutting-edge technologies like virtualization, cloud computing, and network security.
Accops is an inclusive employer dedicated to nurturing a culture that values all employees, respects diverse viewpoints, and encourages open dialogue. We welcome applications from individuals of all backgrounds, considering merit and suitability for the role.
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