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TechOps Support Engineer
3 weeks ago
Key Responsibilities :
1. Issue Resolution : Diagnose and resolve technical issues related to the PAS product, including software bugs, user operation errors, and compatibility issues.
2. Customer Support : Deliver prompt and accurate support via phone, email, chat, or in-person, ensuring a positive customer experience.
3. Technical Escalation : Escalate unresolved issues to higher-level technical teams or specialists, ensuring comprehensive support.
4. Software Updates and Maintenance : Guide customers through updates and inform them about new product features and enhancements.
5. Documentation : Maintain detailed records of customer interactions and contribute to the development of knowledge base articles and troubleshooting guides.
6. Base Setup and Configuration : Assist with the setup and configuration of OPTIC deployments, including venue hierarchy, dashboards, notifications, alerts, and capacities.
7. Availability : Be available outside regular business hours, including nights and weekends, to provide support across different time zones or during emergencies.
8. Product Feedback Loop : Collect and analyze customer feedback to identify trends and recurring issues, reporting findings to improve the product.
9. Training and Education : Assist in creating training materials and conduct sessions for customers and internal staff on effective product use.
Qualifications :
1. Hands-on Experience with Monitoring Tools : Experience creating custom dashboards, configuring alerts, and conducting performance analysis using these tools.
2. Advanced Troubleshooting Skills : Understanding and knowledge of diagnostics utilities, log analysis, and debugging techniques.
3. Familiarity with Incident Management Processes : Proven experience with incident handling, such as familiarity with ITIL processes or specific incident management frameworks like the Incident Command System (ICS).
4. Proficiency in Cloud Technologies : Experience with Azure.
5. Communication and Collaboration Skills : Ability to communicate effectively with both technical and non-technical stakeholders, as well as your experience collaborating with cross-functional teams to resolve complex technical issues.
6. Adaptability to 24x7 Support : Flexible and willing to work in rotational shifts to provide round-the-clock support across different time zones.
7. Continuous Learning and Improvement : Commitment to continuous learning and professional development, whether through certifications, training programs, or active participation in technical communities and forums.
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