No longer accepting applications
Technical support specialist
AppLogic NetworksDelhi, Delhi, India4 days ago
Job descriptionRequired Understanding of networks CCNA or equivalent knowledge 4 G-5 G AAA Any of the following certifications : CCNA, MCSE, Cloud, and / or Red Hat Deep knowledge of supported Linux / Unix operating systems. Able to troubleshoot, analyze and configure the OS and its features and roles. Deep knowledge of product software and hardware. Can use scripts / tools to aid in troubleshooting. Knowledge of identified bugs in running firmware version. Advanced understanding and experience of networks, firewalls, protocols. Knowledge in tracing and troubleshooting high-level protocols and traffic Extensive understanding and experience of virtualization & cloud concepts, properties, and technology, as well as detailed skills in major industry standard technology specifics. Knowledge of models like Saa S, Paa S and Iaa S. Good understanding of technology infrastructure, security concepts and platforms Strong understanding of networking (specifically IP related technologies) Good understanding of virtualization & cloud concepts Able to install, configure, and / or operate network equipment such as Cisco, Juniper, or other network hardware manufacturers Scripting and some programming Ability to configure and troubleshoot problems - logical thought process Good problem solving investigative and multi-tasking skills Ability to communicate with customers presenting technical information either verbally or in written format Focus to detail and can follow defined processes / procedures Technical acumen and able to identify when escalations are required Autonomy – increases technical knowledge by attending self-studies to bring value to the organization Organization and prioritization abilities Good computer skills in MS Office Desired Subject Matter Expertise in 1-3 areas relative to App Logic Networks product Great collaborator Good CSAT and customer feedback Minimum of 3+ year experience in a technical role aligned to the same field with customer support experience KVM Experience Ideal candidate would have served as a developer in prior roles and have a deep understanding of modern, highly scalable architectures leveraging the latest technologies including NET / C#, Restful APIs, micro-services, cloud computing etc. Bachelor’s degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification or a diploma from a technical institute Education may be substituted for proven work experience for 5+ years as a Technical Support Engineer in a similar field
Overview
As part of a Global Customer Technical Support team, this team provides post-sales support to Customers and Partners globally. Supporting the customer / partner is done through diagnosis and troubleshooting software and hardware problems and aiding with the product applications and / or use cases. Communicate with customers / partners by listening to and understanding the reported problem, and able to clearly explain basic technical information to the customers over the phone and via email. Part of a weekend on-call rotational schedule once deemed capable.
Responsibilities
- Communicating with customers by listening to and understanding their problem, then clearly explaining detailed technical information
- Asking customers targeted questions to quickly understand the root of the problem
- Diagnosing & troubleshooting technical issues in an expedient manner
- Tracking issues through to resolution, within agreed time limits
- Escalating unresolved issues to the appropriate next level / internal teams
- Providing prompt and accurate feedback to customers
- Referring to internal database or external resources to provide technical solutions
- Leading troubleshooting & brainstorming discussions
- Delivering workshops to both local and global teams - customer presentations to senior technical personnel and management
- Ensuring all issues are properly logged – following case management process
- Prioritizing and managing several open issues at one time
- Following up with customers to ensure their systems are fully functional after troubleshooting, and a solution has been provided
- Identifying areas of improvement whether in processes, procedures, or tools
- Documenting technical knowledge in the form of knowledge base articles and / or submitting documentation opportunities
- Creating and delivering product knowledge sharing sessions to the respective regional team
- Communicating with Sales Team to ensure timely updates for any critical issue
- Working with the Engineering team to assist with documentation
- Performing activities (reproducing the issue when required)
Qualifications
Knowledge and Skills
Work Experience, Education and Certifications
Create a job alert for this search
Technical Support Specialist • Delhi, Delhi, India