Technical Support Specialist

6 days ago

Indore, Madhya Pradesh, India ClearTrail Technologies Full time

About Us

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ClearTrail Technologies is a renowned partner in safeguarding nations and enriching lives through innovative solutions. With over 21 years of experience, we've empowered law enforcement and federal agencies globally to solve the world's most challenging problems.

We envision the future of intelligence gathering by developing cutting-edge AI and machine learning-based lawful interception and communication analytics solutions.

About the Job

You will be our first point of contact for customers seeking technical assistance onsite, providing expert support and guidance.

Responsibilities include:

  • Walk the customer through the problem-solving process, ensuring seamless issue resolution within agreed SLAs.
  • Redirect unresolved issues to the next level of support personnel while maintaining excellent communication channels.
  • Record events, problems, and resolutions in logs to create a repository for troubleshooting reference, enhancing knowledge sharing and efficiency.
  • Diagnose customer-reported problems or configuration issues, recommending possible solutions that meet agreed SLAs.
  • Contribute to creating and reviewing user documentation, product requirements documents, and functional specifications.
  • Assist with knowledge-sharing initiatives, product releases, training, and documentation for customers.
  • Maintain and update customer databases, performing system flow validations, and tuning to ensure optimal performance.
  • Gather monitoring data, identifying options for performance improvement, and validating system objectives and specifications.
  • Install and configure software and hotfixes into production, establishing LAN/WAN connections, entering necessary configurations, and upgrades.
  • Ensure 24x7 production system uptime and timely closure of issues reported by customers.
  • Vendor coordination for equipment faults, procurements, warranty, and AMC-related tasks.
  • Work in shift structures on rotation basis, handling deployment and maintenance of product infrastructure, including desktops, servers, and virtual machines.

Required Skills and Qualifications

To succeed in this role, you should have:

  • Hands-on experience in deployment and maintaining product staging infrastructure, including desktops, servers, and virtual machines.
  • Experience in DOS, Pearl, Python, and Shell Scripting.
  • Knowledge of Linux/Windows Administration, LAN technologies, WAN technologies (preferable).
  • Strong organizational skills and ability to work independently.
  • Excellent written, verbal communication, and presentation skills.
  • Experience of working with end-users (advantageous).

Location and Salary

This position is based in Indore, India, offering an attractive salary of ₹800,000 per annum, depending on qualifications and experience.

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