Senior Technical Support Engineer
2 weeks ago
Job Title: Sr. Technical Support Engineer (US Process).
Role Overview:
Ticket work:
• Each agent should close 12 tickets per day (Roughly 36-45 replies per day)
• Agents are expected to maintain a 4.0 (of 5) min. satisfaction rating or higher (based on
customer feedback through our ticketing system)
• Identify issues based on symptoms, error, or debug logs (Ref. Internal KB/KI or Public Support
KB)
• Escalate tickets to Tier 2 following escalation SOPs
• May require remote access to inspect/confirm issue on client-side
• Outbound Ticket Callouts as needed (for supervised remote session or clarifying details/issues)
• Take client calls for addressal of their queries.
Skills & Experience:
• Quality communication skills for calls and ticket communication
• Familiar with Network Environments and Network Troubleshooting
• Familiar with Server Environments (Hardware, RAID, ADS, etc.)
• Familiarity with Linux or Linux CLI
• At least 2+ years of experience in a related Technical Support oriented environment
• Certifications are a plus:
• Linux: LPIC, RHCP (Red Hat), Linux+
• Networking: CCNA, Cisco, etc.
• Other Related: MCSE, MCP, etc.
Shift timings: Rotational Shifts (US Shifts).
Working days: Rotational with two days off in a week.
Work Model: Work from office.
Location: Bangalore
Job Type: Contract job of 1 year (Extended based on performance).
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