Job Location:
Mumbai
Job Description:
DUTIES AND RESPONSIBILITIES:
Act as point-of-contact by providing technical support to Enterprise customers and partners of Seclore.
Handles real-time voice-calls and chats with technical queries and adheres to the SLAs
Handles email queries and responds in a timely-manner
Achieves an understanding of Seclore products and gains expertise
Applies knowledge and experience along with an analytical approach to diagnose and resolve issues in unique and complex customer environments
Attempts to provide resolutions on the first interaction with customers
Handles multiple cases at the same time with varying degrees of severity
Effectively communicates procedural and technical issues to internal and external customers/stakeholders
Manages schedule of cases, determines including priority level and negotiating and setting expectations with the customers
Assesses the need to engage or escalate to the required resources to handle complex issues/situations
Engages with internal teams to prioritize customer requests
Researches on an array of topics like operating system & its fundamentals, Infrastructure technologies, and Seclore products as and when needed
Participates in the new product releases to ensure information and training requirements are met to start supporting the new release
Engages in ongoing training and function/organization development, along with self-learning
Creates documentation and support knowledge base to reduce troubleshooting time and drive faster resolution
Works towards becoming an SME on a product area and go-to guy for an underlying related technology
Works in a team with assorted expertise
Mentors and assist new technical support engineer and peers to develop skills
Comfortable working in shifts
Multitasks and works well in a fast-paced environment
AREAS OF WORK:
Support — Helping people use applications by answering their questions and giving information that facilitates correct operation of Seclore products over the phone, chat and/or email.
Troubleshooting — Diagnosing malfunctions in the operation of the software.
Repair — Correcting application software malfunctions
QUALIFICATIONS:
Hands-on experience across the following core technologies
Operating systems – Windows Server/Windows Client
Expert Level understanding of Windows Server Concepts
Solid Hands-on experience in troubleshooting Windows OS and application-related issuespol
Infrastructure technologies – AD, DNS, DHCP, IIS
Good working knowledge of MS Office suite
A strong foundation of Networking Principles
Working knowledge of
Relational DB principles and methodologies – MS-SQL, Oracle
Virtualization Technologies – Vmware / Hyper-V
Antivirus Softwares
Knowledge of tools like Process Monitor, Process Explorer, Network monitor/Wireshark,
Good to have knowledge of
Operating system – Linux, MAC OS
Windows Exchange
Apache Tomcat and Apache Web Server
Knowledge of computer security procedures and protocol
Remote Deployment Tools like LANDesk, SCCM and other IT landscape
Knowledge of tools like Procdump, Memory dumps like Windbg and Debugging
Required: Bachelor’s Degree or Diploma in Computer Science
Preferred: Industry certifications like MCSE, MCP, RHEL Certifications, CCNA
EXPERIENCE:
3 to 5 years’ experience in a Technical Support role, preferably application support
Managed Customers from regions such as NA, EMEA or APAC
Exposed to working shifts in nights
Handled customers on the phone
Current job includes exposure to CRM tool
Exposure to severity based models would be preferable
Exposure to Enterprise/Corporate customers preferable
ABILITIES REQUIRED:
Strong customer-focus and problem-solving attitude
Ability to communicate technical information to non-technical personnel.
Keen sense of ownership of technical issues of Seclore’s enterprise customers
Ability to generate progress reports on cases owned
Good communication skill and learning attitude.
Ready to work on 24/7 support centre.
Be a team player with the ability to stretch (time-wise) when required
Willing to work in a high-pressure environment
Skills in planning, organizing, and adapting within a multi-tasking environment.
Willing to work in night shifts
LIFESTYLE:
Most people in this type of job tend to work as part of a Technical Support team. They relate to customers and partners to assess technical products and to resolve technical issues. They also relate to customers with varying levels of technical skills and understanding. They are often under pressure to manage multiple requests/cases with varying levels of importance and criticality. More experienced people are often recognized as experts in specific products or technology areas, and are called upon by management to work on specific cases when required.
WORKING CONDITIONS AND PHYSICAL EFFORT:
Work is normally performed in a typical interior/office work environment.
No or very limited physical effort required.
No or very limited exposure to physical risk.
Submit Your Resume:
https://www.seclore.com/careers/
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