Technical Support Manager

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.

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