Global Technical Assistance Professional

2 days ago

Surat, Gujarat, India beBeeSupport Full time ₹ 8,00,000 - ₹ 15,00,000
Technical Support Specialist

We are seeking an accomplished Technical Support Specialist to provide expert technical assistance to our customers and partners worldwide. In this pivotal role, you will be the face of our organization, responsible for delivering exceptional customer experiences through timely and effective troubleshooting, diagnosis, and resolution of software and hardware issues.

Key Responsibilities:
  • Customer Engagement: Engage with customers to understand their technical issues and provide clear, concise explanations of technical information.
  • Troubleshooting Expertise: Ask targeted questions to quickly identify the root cause of problems and provide prompt and accurate feedback to customers.
  • Issue Resolution: Diagnose and troubleshoot technical issues in a timely manner, tracking issues through to resolution within agreed time limits.
  • Collaboration and Escalation: Collaborate with internal teams to escalate unresolved issues and deliver workshops on customer presentations to senior technical personnel and management.
  • Documentation and Knowledge Sharing: Ensure all issues are properly logged, document technical knowledge in the form of knowledge base articles, and create and deliver product knowledge sharing sessions to regional teams.

Requirements:

  • Network and Security Expertise: Understanding of networks and CCNA or equivalent knowledge, 4G-5G and AAA expertise, certifications such as CCNA, MCSE, Cloud, and/or RedHat.
  • Operating System and Software Knowledge: Deep knowledge of supported Linux/Unix operating systems and product software and hardware, advanced understanding and experience of networks, firewalls, protocols, and virtualization concepts.
  • Problem-Solving and Communication Skills: Strong problem-solving, investigative, and multi-tasking skills, ability to communicate technical information verbally or in written format.
  • Attention to Detail and Organizational Abilities: Focus to detail and ability to follow defined processes/procedures, organizational and prioritization abilities.

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