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Technical Support Engineer-Tier 2
3 months ago
Job descriptionResponsibilities:•
Provide top-tier technical support via phone, email, and ticketing system, ensuring prompt and effective resolution of customer issues.•
Serve as the second-level escalation point for complex technical issues, collaborating closely with Tier 1 support and other teams to troubleshoot and resolve customer problems.•
Conduct in-depth analysis of network and server-related problems, diagnosing and troubleshooting issues to identify root causes and implement effective solutions.•
Demonstrate exceptional communication skills to clearly convey technical information to both technical and non-technical customers, ensuring a positive support experience.•
Utilize strong familiarity with network environments and network troubleshooting techniques to assist customers in resolving connectivity and performance issues.•
Leverage expertise in server environments, including hardware components, RAID configurations, Active Directory Services (ADS), and more, to provide comprehensive technical assistance.• Use Linux knowledge and command-line skills to assist customers in resolving Linux-based problems, guiding them through troubleshooting steps and configurations.• Collaborate with cross-functional teams to share knowledge, contribute to documentation, and provide insights for continuous improvement of support processes.•
Stay up-to-date with industry trends and emerging technologies to enhance technical skills and provide up-to-date solutions to customers.•
Maintain accurate and thorough records of customer interactions and technical solutions in the ticketing system.•
Participate in on-call rotations to provide after-hours support as needed.
KPI's of the jobo
Each agent should close 12 tickets per day (Roughly 36-45 replies per day)o
Agents are expected to maintain a 4.0 (of 5) min. satisfaction rating or higher (based on customer feedback through our ticketing system)
Skill sets required•
Min 2 years of relevant experience•
Exceptional communication skills, both verbal and written, with the ability to convey complex technical concepts to diverse audiences.•
Proficiency in troubleshooting network environments, including network protocols, configurations, and connectivity issues.•
Solid understanding of server environments, encompassing hardware components, RAID configurations, and Active Directory Services (ADS).•
Familiarity with Linux operating systems and command-line interface (CLI).•
Relevant certifications are a plus, such as: Linux: LPIC, RHCP (Red Hat), Linux+•
Networking: CCNA, Cisco, etc.•
Other Related: MCSE, MCP, etc.•
Customer-focused attitude
Shift Timings: Night ShiftsWeek offs: RotationalJob Location: BangaloreWork Model: On-siteContract: 1 year (extendable based on performanc e)
