Technical Support Associate

5 days ago

Cochin, Kerala, India Voxbay Full time ₹ 4,80,000 - ₹ 6,00,000 per year

Position Summary

We are looking for an experienced L2 Technical Support Engineer with 2–3 years of hands-on experience in networking, Linux basics, and customer support. The ideal candidate will work closely with our clients to troubleshoot, resolve technical issues, and ensure seamless operations of IT systems.

Key Responsibilities

· Provide L2 technical support for network and Linux-related incidents and service requests.

· Troubleshoot and resolve issues related to routing, switching, firewalls, and connectivity.

· Perform basic Linux server administration tasks including monitoring, log analysis, user management, and service restarts.

· Escalate complex incidents to L3/engineering teams while ensuring proper documentation of troubleshooting steps.

· Collaborate with cross-functional teams for issue resolution and system enhancements.

· Maintain detailed knowledge base and ensure accurate ticket documentation.

· Perform system health checks, patch updates, and preventive maintenance.

· Support customers via email, chat, and calls while ensuring timely resolution within SLA.

· Provide feedback for process improvements and contribute to service quality.

Required Skills and Qualifications

· Bachelor's degree in Computer Science, Information Technology, or a related field.

· 2–3 years of technical support experience with proven expertise in Networking and Linux.

· Strong understanding of TCP/IP, DNS, DHCP, VPN, firewalls, and routing protocols.

· Working knowledge of Linux command-line operations and basic system administration.

· Experience using ticketing tools (e.g., JIRA, ServiceNow, or Zendesk).

· Excellent troubleshooting, analytical, and problem-solving abilities.

· Strong communication skills and customer-centric approach.

Preferred Skills

· Experience with shell scripting or automation basics.

· Familiarity with cloud platforms (AWS/Azure/GCP).

· Understanding of system monitoring tools (Nagios, Zabbix, etc.).

· Industry certifications such as CCNA, RHCSA, or CompTIA Network+ are a plus.

Training Location: Kochi, India

Work Location: Burjuman, Dubai

Job Type: Full-time

Pay: ₹20, ₹50,000.00 per month

Work Location: In person

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