Technical Support Engineer
1 month ago
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Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the Sectona products.
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Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution.
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Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.
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Serve as internal and external point of contact on customer issues and ensure they are resolved as expediently as possible.
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Collect information and document bugs with Engineering for product issues that are impacting customers.
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Provide feedback to the training and documentation organization so that common or emerging issues can be addressed before they become serious or widespread.
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Create process or troubleshooting documentation in the support knowledge base.
Requirements
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B.Sc (CS)/ B.Sc. (IT)/ IT Diploma
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3-4 year experience of Support Engineering/ Customer Support/ Technical support/ System administration or related customer facing role. Freshers are encouraged to apply.
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Expertise in core Microsoft product stack, including Windows Server, Windows Workstation, Active Directory, DNS, DHCP, Group Policies and IIS.
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Experience with VMWare virtual environments, AWS Cloud Services or Microsoft Azure Platforms is preferred.
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Advanced troubleshooting & technical escalation management.
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Implement, Operate and provide L2 Support for PAM solutions.
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Demonstrate an understanding of risk management, security policies and controls, user account life-cycle management and role-based access.
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Ability to learn new technologies quickly.
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Excellent relationship management, customer service and communication skills in variety of forms (written, live chat, conference calls, in-person.)
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Ability to work independently with little direct supervision and as a part of a team.
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Ability to remain calm, composed and articulate when dealing with tough customer situations.
Requirements• B.Sc (CS)/ B.Sc. (IT)/ IT Diploma • 3-4 year experience of Support Engineering/ Customer Support/ Technical support/ System administration or related customer facing role. Freshers are encouraged to apply. • Expertise in core Microsoft product stack, including Windows Server, Windows Workstation, Active Directory, DNS, DHCP, Group Policies and IIS. • Experience with VMWare virtual environments, AWS Cloud Services or Microsoft Azure Platforms is preferred. • Advanced troubleshooting & technical escalation management. • Implement, Operate and provide L2 Support for PAM solutions. • Demonstrate an understanding of risk management, security policies and controls, user account life-cycle management and role-based access. • Ability to learn new technologies quickly. • Excellent relationship management, customer service and communication skills in variety of forms (written, live chat, conference calls, in-person.) • Ability to work independently with little direct supervision and as a part of a team. • Ability to remain calm, composed and articulate when dealing with tough customer situations.
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