Accops | Technical Support Manager | pune

4 weeks ago

pune, India Accops Full time

Experience Range - 10 yrs

Location: Pune/Remote

Qualification: BE/BTech/MCA/MTech (Preferably CS/IT)


Technical Skills Required


Mandatory:

  • Good knowledge in Networking and troubleshooting tools- DNS, DHCP, TLS, SSL, security Protocols, Routing, Packet data analysing, Prior experience in working with Wireshark, Nmap, http analyser, Debug view etc.
  • Knowledge in VAPT analysis & Security
  • knowledge about security software such as DLP, firewalls (End point security are add on)


Product and Application Support

  • Good experience in product and application support with sound knowledge of networking and IT Infrastructure
  • Must have worked on supporting any enterprise security applications like zero trust, Identity Management solution, Multifactor Authentication Solution
  • Any support experience in Virtualization products coming from Citrix, Microsoft, Dell, etc.
  • Should have worked with any reverse proxy solutions
  • Should understand how key web servers can be troubleshooted like Apache, NGINX, TOMCAT, IIS, etc.
  • OWASP Application Security Guidelines
  • How typically big enterprise support product installation and upgrades are managed and how the patch management is done
  • Knowledge of Power-shell scripting, Linux shell scripting, and Python


Infra Support

  • Excellent 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 desirable
  • Work experience in Client-side operating systems - Windows 7,8,10 are must
  • Very good Working knowledge in Linux & Mac operating systems


Support Management and Tools knowledge


  • Good knowledge of L1 and L2 Ticket tracking tools
  • Good Knowledge of Service level management tools
  • Should be able to manage escalations and the agreed and provided SLA for various clients
  • Should be able to provide reports for any escalations, Root cause Analysis (RCA) , Productivity reports
  • Must make sure escalations are managed at root level and there is zero repeat escalations
  • Excellent 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 workarounds
  • Good listener to customer, provide on time deliveries; Involve appropriate authorities when escalations are required
  • Make sure Support deliveries are under SLAs
  • Provide Solution documents, KB articles & RCAs and make sure team members are following the process
  • Proactively involve in escalations and make sure customer commitments are met
  • Coordinate with Product Management team for bug fixes, new feature escalations & development related items and make sure on time resolution
  • Good with Statistical data, analyze priorities and involve in the product improvement discussions
  • work as a leader of special or Ongoing requirements
  • Use appropriate judgement during critical environments.
  • Reproduce customer issues and if required, analyze 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 Drivers
  • Kubernetes and Container technologies
  • Prior experience in support ticketing tools and process
  • Experience in documentations
  • Certifications - ITIL3 or ITIL4


Soft Skills Required


  • Strong communication skills (written and Verbal)
  • Clarity of thought
  • User centric approach
  • Sincere
  • Proactive
  • Self-motivated
  • Logical bent of mind (Analytical)
  • Team Manager
  • Flexible/adaptable
  • Strong 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.


𝘈𝘤𝘤𝘰𝘱𝘴 𝘪𝘴 𝘢𝘯 𝘦𝘲𝘶𝘢𝘭 𝘰𝘱𝘱𝘰𝘳𝘵𝘶𝘯𝘪𝘵𝘺 𝘦𝘮𝘱𝘭𝘰𝘺𝘦𝘳 𝘤𝘰𝘮𝘮𝘪𝘵𝘵𝘦𝘥 𝘵𝘰 𝘣𝘶𝘪𝘭𝘥𝘪𝘯𝘨 𝘢 𝘤𝘶𝘭𝘵𝘶𝘳𝘦 𝘸𝘩𝘦𝘳𝘦 𝘢𝘭𝘭 𝘦𝘮𝘱𝘭𝘰𝘺𝘦𝘦𝘴 𝘢𝘳𝘦 𝘷𝘢𝘭𝘶𝘦𝘥, 𝘳𝘦𝘴𝘱𝘦𝘤𝘵𝘦𝘥 𝘢𝘯𝘥 𝘰𝘱𝘪𝘯𝘪𝘰𝘯𝘴 𝘤𝘰𝘶𝘯𝘵. 𝘞𝘦 𝘦𝘯𝘤𝘰𝘶𝘳𝘢𝘨𝘦 𝘢𝘱𝘱𝘭𝘪𝘤𝘢𝘵𝘪𝘰𝘯𝘴 𝘧𝘳𝘰𝘮 𝘢𝘭𝘭 𝘴𝘶𝘪𝘵𝘢𝘣𝘭𝘺 𝘲𝘶𝘢𝘭𝘪𝘧𝘪𝘦𝘥 𝘱𝘦𝘳𝘴𝘰𝘯𝘴 𝘪𝘳𝘳𝘦𝘴𝘱𝘦𝘤𝘵𝘪𝘷𝘦 𝘰𝘧, 𝘣𝘶𝘵 𝘯𝘰𝘵 𝘭𝘪𝘮𝘪𝘵𝘦𝘥 𝘵𝘰, 𝘵𝘩𝘦𝘪𝘳 𝘨𝘦𝘯𝘥𝘦𝘳 𝘰𝘳 𝘨𝘦𝘯𝘦𝘵𝘪𝘤 𝘪𝘯𝘧𝘰𝘳𝘮𝘢𝘵𝘪𝘰𝘯, 𝘴𝘦𝘹𝘶𝘢𝘭 𝘰𝘳𝘪𝘦𝘯𝘵𝘢𝘵𝘪𝘰𝘯, 𝘦𝘵𝘩𝘯𝘪𝘤𝘪𝘵𝘺, 𝘳𝘦𝘭𝘪𝘨𝘪𝘰𝘯, 𝘴𝘰𝘤𝘪𝘢𝘭 𝘴𝘵𝘢𝘵𝘶𝘴, 𝘮𝘦𝘥𝘪𝘤𝘢𝘭 𝘤𝘢𝘳𝘦 𝘭𝘦𝘢𝘷𝘦 𝘳𝘦𝘲𝘶𝘪𝘳𝘦𝘮𝘦𝘯𝘵𝘴, 𝘱𝘰𝘭𝘪𝘵𝘪𝘤𝘢𝘭 𝘢𝘧𝘧𝘪𝘭𝘪𝘢𝘵𝘪𝘰𝘯, 𝘱𝘦𝘰𝘱𝘭𝘦 𝘸𝘪𝘵𝘩 𝘥𝘪𝘴𝘢𝘣𝘪𝘭𝘪𝘵𝘪𝘦𝘴, 𝘤𝘰𝘭𝘰𝘳, 𝘯𝘢𝘵𝘪𝘰𝘯𝘢𝘭 𝘰𝘳𝘪𝘨𝘪𝘯, 𝘷𝘦𝘵𝘦𝘳𝘢𝘯 𝘴𝘵𝘢𝘵𝘶𝘴, 𝘦𝘵𝘤. 𝘞𝘦 𝘤𝘰𝘯𝘴𝘪𝘥𝘦𝘳 𝘢𝘭𝘭 𝘢𝘱𝘱𝘭𝘪𝘤𝘢𝘵𝘪𝘰𝘯𝘴 𝘣𝘢𝘴𝘦𝘥 𝘰𝘯 𝘮𝘦𝘳𝘪𝘵 𝘢𝘯𝘥 𝘴𝘶𝘪𝘵𝘢𝘣𝘪𝘭𝘪𝘵𝘺 𝘵𝘰 𝘵𝘩𝘦 𝘳𝘰𝘭𝘦.

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