Technical Support Specialist II

4 days ago

Mumbai, Maharashtra, India ConnectWise Full time ₹ 9,00,000 - ₹ 12,00,000 per year

General Summary:

The Technical Support Specialist II is responsible for assisting our partners in diagnosing and resolving a partners Network Related issues or questions. This role works in partnership with cross-functional teams to troubleshoot, resolve, and document issues, getting partners back on track to having a positive experience with our products.

Essential Duties & Responsibilities:

  • Provides support to cross-functional teams, with a high attention to detail
  • Research, analysis, and document findings
  • Interact with partners to provide technical support via email, phone, chat, cases, and remote sessions
  • Monitors Network devices, off-site, and critical service failure events
  • Investigates and resolves reported failure incidents, escalating when necessary
  • Acts as first point of contact for escalated support cases for network-related issues
  • Maintains a knowledge base of our products and services and provides high-quality technical support to partners during each interaction
  • Discusses partners' operational challenges and evaluates business data to identify areas of opportunity to help partners optimize their business strategies
  • Identifies and escalates trending issues and potential software/product defects to leadership and development

  • Contributes to written articles for the internal and external knowledge base

  • Identifies and escalates situations requiring urgent attention to the appropriate teams

  • Documents partner interactions, troubleshooting, and results in a clear and concise manner and accurately reports customer feedback to Leadership.
  • Handles assigned support cases
  • Engages in the application of best practices per technical documentation and provides solutions based on the diagnosis of the problem
  • Communicates new release features and improvements to our partners that better their experience

Knowledge, Skills, and/or Abilities Required:

  • Ability to work independently on projects and processes with general supervision
  • Ability to adapt and understand new technology/processes as per business requirements
  • Strong customer service skills
  • Strong desire to help our partners and peers
  • Strong written and verbal communication skills
  • Strong sense of ownership and accountability
  • Knowledge and application of Switching, Routing, Network Setup, Firewall (NAT, ACL)
  • Installing, configuring, and troubleshooting L2/L3 Switches, Routers, Wireless Access Points, and Firewalls.
  • Experience in configuring UTM (Unified Threat Management) will be an added advantage.
  • Must have some basic understanding of Network Services, e.g. DHCP Server, DNS, File share, Windows Firewall etc.
  • Must have some basic understanding of Windows Networking.
  • Knowledge of OSI and TCP/IP.
  • Knowledge of virtualization and cloud technology

Educational/Vocational/Previous Experience Recommendations:

  • Bachelors degree is required in a related field or equivalent business experience
  • Minimum 2+ years of related experience
  • Network Certification like CCTRS (Cisco Certified Technician Routing and Switching) or CCNA (Cisco Certified Network Associate) or CompTIA
  • Certification on Fortinet or PaloAlto firewall will be an added advantage.

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