IT Infrastructure Specialist

2 weeks ago


Chennai, Tamil Nadu, India SuperOps Full time
About SuperOps

We are a growth-stage tech startup building innovative software for the IT and MSP industries. Backed by leading VCs like Addition, Matrix Partners, and Elevation Capital, we're seeking a skilled Inside Sales Executive to manage sales activities within the US region.

Job Overview

The ideal candidate will have 2-5 years of experience in providing technical support and customer service, with strong technical acumen and problem-solving skills. Excellent communication skills, both written and verbal, are essential for this role.

Responsibilities
  • Maintain a comprehensive knowledge base of L1 support tickets to improve issue resolution efficiency and provide valuable resources for the support team.
  • Diagnose and resolve technical issues related to our products or services, ensuring minimal downtime and optimal functionality for our customers.
  • Collaborate with the product team to provide insights based on customer feedback and support interactions, driving product improvements and enhancements.
Typical Support Responsibilities
  • Respond to customer inquiries and provide prompt, courteous, and effective technical support.
  • Document support interactions and solutions for future reference.
  • Escala complex issues to higher-level support or development teams when necessary.
  • Ensure customer satisfaction by actively addressing and resolving their concerns.
  • Utilize IT infrastructure monitoring tools to proactively identify and address potential issues before they impact customers.
  • Provide expert-level troubleshooting support for Windows and macOS systems, resolving hardware and software issues effectively.
  • Troubleshoot IT network issues to address connectivity and network-related problems.
  • Automate routine tasks and streamline support processes using scripting knowledge.
Qualifications and Requirements
  • 2-5 years of experience in providing technical support and customer service.
  • Strong technical acumen and passion for problem-solving.
  • Excellent communication skills, both written and verbal.
  • Familiarity with IT infrastructure monitoring tools.
  • Proficiency in troubleshooting Windows and macOS systems.
  • Scripting knowledge is advantageous.
  • Experience in troubleshooting IT network issues is advantageous.
Benefits and Compensation

This position offers an estimated annual salary of $120,000-$150,000, depending on location and experience. Benefits include opportunities for career growth, professional development, and collaboration with a talented team.



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