Technical Solutions Expert

1 day ago

Coimbatore, Tamil Nadu, India beBeeNetwork Full time ₹ 15,00,000 - ₹ 25,00,000
Job Description

The Technical Support Specialist will be part of a Global Customer Technical Support team, providing post-sales support to Customers and Partners worldwide. This role involves diagnosing and troubleshooting software and hardware problems, as well as aiding with product applications and use cases. The specialist will communicate with customers/partners by listening to and understanding reported problems, and clearly explaining basic technical information over the phone and via email.

Responsibilities:
  • Communicate with customers/partners by listening to and understanding their problem, then clearly explaining detailed technical information.
  • Ask targeted questions to quickly understand the root of the problem.
  • Diagnose and troubleshoot technical issues in an expedient manner.
  • Track issues through to resolution, within agreed time limits.
  • Escalate unresolved issues to the appropriate next level/internal teams.
  • Provide prompt and accurate feedback to customers.
  • Refer to internal database or external resources to provide technical solutions.
  • Lead troubleshooting and brainstorming discussions.
  • Deliver workshops to local and global teams - customer presentations to senior technical personnel and management.
  • Ensure all issues are properly logged - following case management process.
  • Prioritize and manage several open issues at one time.
  • Follow up with customers to ensure their systems are fully functional after troubleshooting, and a solution has been provided.
  • Identify areas of improvement whether in processes, procedures, or tools.
  • Document technical knowledge in the form of knowledge base articles and/or submitting documentation opportunities.
  • Create and deliver product knowledge sharing sessions to the respective regional team.
  • Communicate with Sales Team to ensure timely updates for any critical issue.
  • Work with Engineering team to assist with documentation.
Required Skills and QualificationsKnowledge and Skills:
  • Understanding of networks.
  • CCNA or equivalent knowledge.
  • 4G-5G.
  • AAA.
  • Certifications: CCNA, MCSE, Cloud, RedHat.
  • Deep knowledge of supported Linux/Unix operating systems.
  • Deep knowledge of product software and hardware.
  • Advanced understanding and experience of networks, firewalls, protocols.
  • Knowledge in tracing and troubleshooting high-level protocols and traffic.
  • Extensive understanding and experience of virtualization and cloud concepts.
  • Good understanding of technology infrastructure, security concepts and platforms.
  • Strong understanding of networking (specifically IP related technologies).
  • Good understanding of virtualization and cloud concepts.
  • Able to install, configure, and/or operate network equipment.
  • Scripting and programming.
  • Logical thought process.
  • Problem solving investigative and multi-tasking skills.
  • Ability to communicate with customers presenting technical information.
  • Focus to detail and follow defined processes/procedures.
  • Technical acumen and ability to identify when escalations are required.
  • Autonomy - increases technical knowledge by attending self-studies to bring value to the organization.
  • Organization and prioritization abilities.
  • Good computer skills in MS Office.
Benefits

As a Technical Support Specialist, you will have the opportunity to work with a talented team and contribute to the success of our organization. You will receive comprehensive training and ongoing support to help you excel in your role. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.

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