Lead - Technical Support

Education: BE/B. Tech/MCA/MTech (Preferably CS/IT)

Experience: 8+ years | Location: Pune/ Remote

Technical Skills Required

Mandatory:

• Product and Application Support
• Must have good experience in product and application support with sound knowledge of Networking and IT Infrastructure.
• Must have worked on supporting any enterprise security applications like Zero Trust, Identity Management solution, Multifactor Authentication Solution
• Any support experience in Virtualization products coming from Citrix, Microsoft, Dell, etc.
• Should have worked with any reverse proxy solutions
• Should understand how key web servers can be troubleshooted like Apache, NGINX, TOMCAT, IIS, etc.
• Must have knowledge of OWASP Application Security Guidelines.
• Must know how typically big enterprise support products installation and upgraded are managed and how patch management is done.
• Knowledge of PowerShell scripting, Linux shell scripting, and Python
• Infra Support
• Excellent knowledge in Windows Server operating systems & Roles - Active directory, Group policies,Remote Desktop services, IIS, FSMO roles.
• Process data analyzing, Windows sys- internals tools knowledge will be add on. Batch and PowerShell scripting will be desirable
• Work experience in Client-side operating systems -Windows 7,8,10 are must
• Very good Working knowledge in Linux & Mac operating systems
• Good knowledge of Networking and troubleshooting tools- DNS, DHCP, TLS, SSL, security Protocols, Routing, Packet data analyzing, Prior experience in working with Wireshark,Nmap, http analyzer, Debug view, etc.
• Knowledge of VAPT analysis and security
• knowledge about security software such as DLP, and firewalls (Endpoint security is added)
• Support Management and Tools knowledge
• Good knowledge of L1 and L2 Ticket tracking tools
• Good Knowledge of Service level management tools
• Should be able to manage escalations and the agreed and provided SLA for various clients
• Should be able to provide reports for any escalations, Root cause Analysis (RCA) ,Productivity reports
• Must make sure escalations are managed at root level and there is zero repeat escalations
• Must Have Knowledge
• Virtualisation Technologies - Citrix, VMware, Red Hat, etc.
• OS Knowledge - Microsoft/Linux
• Expert-level Troubleshooting and Analytical skills
• Medium to expert level knowledge on Microsoft Active Directory, Networking, Cybersecurity, etc.

Nice to have:

• Knowledge of Windows kernel Drivers
• Kubernetes and Container technologies
• Prior experience in support ticketing tools and processes
• Experience in documentation
• Certifications - ITIL3 or ITIL4

Role and Responsibilities:

• To provide solutions, not workarounds
• Good listener to customer, provide on time deliveries; Involve appropriate authorities when escalations are required
• Make sure Support deliveries are under SLAs
• Managing the Team under you.
• Provide Solution documents, KB articles & RCAs and make sure team members are following the process
• Proactively involve in escalations and make sure customer commitments are met
• Coordinate with Product Management team for bug fixes, new feature escalations & development related items and make sure on time resolution
• Good with Statistical data, analyze priorities and involve in the product improvement discussions
• Work as a leader of special or ongoing requirements
• Use appropriate judgement during critical environments
• Reproduce customer issues and if required, analyse the root cause; Check and verify any viable solutions available other than development – such as creating scripts, simple solutions etc.
• Open to travel to client location for escalation.

Soft Skills Required

• Strong communication skills (written and Verbal)
• Team Management
• Clarity of thought
• User centric approach
• Sincere
• Proactive
• Self-motivated
• Logical bent of mind (Analytical)
• Team player & quick learner
• Flexible/adaptable
• Strong verbal communication skills