Global Technical Support Solutions Specialist

3 weeks ago


Cochin, Kerala, India Empress InfoTech Full time

We are looking for skilled professionals to join our team at Empress InfoTech. As a Technical Support Engineer L3, you will play a key role in delivering production support and implementation of our software solutions.

Job Description:

In this role, you will collaborate closely with a skilled team of technical support engineers based in both India and the US, delivering comprehensive support services to customers globally. Your responsibilities will include:

  • Providing Level 3 technical support for Windows Servers, IIS Servers, MS SQL Servers, and cloud platforms like AWS.
  • Delivering production support for web applications built in .NET or Java.
  • Providing technical support for MS SQL Server database installation, configuration, and maintenance.
  • Diagnosing, documenting, and tracking technical issues, ensuring prompt resolution to meet customer needs.

Requirements:

To be successful in this role, you will need:

  • At least 2 years of experience providing L3-level Technical Support in the following technologies:
  • Proficient in administering Windows Servers and IIS Web Servers.
  • Experience in MS SQL Server database installation, configuration, and maintenance.
  • Ability to diagnose and resolve complex technical issues related to servers, web services, databases, and networks.
  • Solid understanding of networking concepts, including FTP, DNS, and Active Directory.
  • Familiarity with AWS services including EC2, S3, RDS, IAM, VPC, Route 53, Lambda, CloudFormation, etc.
  • Understanding of key Azure services, VMs, Azure App Services, Azure SQL DB, Azure Storage, Azure AD, etc.
  • Exceptional troubleshooting, diagnostic, and analytical skills.
  • Excellent written and verbal communication skills in English.
  • Strong customer service abilities.
  • Knowledge of software implementation processes.
  • Willingness to work rotational 24/7 shifts (8 - 9 hours per day, 5 days a week, totaling 40 hours).

Benefits:

We offer a competitive salary package that includes:

  • A generous annual salary of approximately $90,000-$120,000, depending on experience.
  • Ongoing training and professional development opportunities.
  • A collaborative and dynamic work environment.
  • The opportunity to work with a skilled team of technical support engineers.


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