Technical Solutions Specialist

2 weeks ago

Morādābād, Uttar Pradesh, India beBeeNetworkSupport Full time ₹ 15,00,000 - ₹ 20,00,000

Join a global team of technical support specialists, providing post-sales assistance to customers and partners worldwide.

The role involves diagnosis and troubleshooting of software and hardware problems, as well as aiding with product applications and use cases. Effective communication with customers is key, listening to and understanding their reported problems, and clearly explaining basic technical information over the phone and via email. A weekend on-call rotational schedule may be part of this role.

Responsibilities include:

  • Communicating with customers by listening to and understanding their problem, then clearly explaining detailed technical information
  • Asking customers targeted questions to quickly understand the root of the problem
  • Diagnosing & troubleshooting technical issues in an expedient manner
  • Tracking issues through to resolution, within agreed time limits
  • Escalating unresolved issues to the appropriate next level / internal teams
  • Providing prompt and accurate feedback to customers
  • Referring to internal database or external resources to provide technical solutions
  • Leading troubleshooting & brainstorming discussions
  • Delivering workshops to both local and global teams - customer presentations to senior technical personnel and management
  • Ensuring all issues are properly logged – following case management process
  • Prioritizing and managing several open issues at one time
  • Following up with customers to ensure their systems are fully functional after troubleshooting, and a solution has been provided
  • Identifying areas of improvement whether in processes, procedures, or tools
  • Documenting technical knowledge in the form of knowledge base articles and/or submitting documentation opportunities
  • Creating and delivering product knowledge sharing sessions to the respective regional team
  • Communicating with Sales Team to ensure timely updates for any critical issue
  • Working with the Engineering team to assist with documentation
  • Performing activities (reproducing the issue when required)

Required Skills and Qualifications

We're looking for individuals with:

  • Strong understanding of networks, including knowledge of protocols and technologies such as AAA, 4G-5G, and firewalls
  • Deep knowledge of supported Linux/Unix operating systems, including troubleshooting, analysis, and configuration
  • Advanced understanding and experience of virtualization & cloud concepts, properties, and technology
  • Good understanding of technology infrastructure, security concepts, and platforms
  • Ability to install, configure, and operate network equipment such as Cisco, Juniper, or other network hardware manufacturers
  • Scripting and programming skills
  • Logical thought process and ability to troubleshoot problems
  • Excellent communication and interpersonal skills
  • Able to work autonomously and prioritize tasks effectively

Benefits

This role offers opportunities for growth and development, including:

  • Opportunities to develop subject matter expertise in specific areas
  • Collaborative environment with a global team
  • Continuous learning and professional development

Work Experience, Education, and Certifications

We require:

  • Minimum 3+ years of experience in a technical role aligned to the same field with customer support experience
  • Bachelor's degree in a relevant field, such as Computer Science, IT, or Software Engineering
  • Certifications such as CCNA, MCSE, Cloud, and/or RedHat are desirable

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