Perform product installation and troubleshooting (Including reviewing application logs, server stability, and performance-related issues).
One-stop support from our dedicated hosting support team and technicians.
Stay current on all key support topics, including product knowledge and required technical and customer support skills.
Meet and exceed all expectations (CSAT of minimum 4.8 on 5.0).
Work directly with clients to assist in resolving their issues. This includes calling clients to collect additional information, discuss possible solutions, and confirm the issue has been resolved.
Creates tests, tools, and diagnostic procedures for use by product support personnel.
Including reviewing application logs, databases, application programming, server stability, and performance-related issues.
Work directly with clients to assist in resolving their issues. This includes calling clients to collect additional information, discuss possible solutions, and confirm the issue has been resolved.
Requirements:
Working knowledge of monitoring tools like SolarWinds, Sumo Logic, Nagios, etc.
Expert level of experience in Windows Server troubleshooting, Active Directory, and SQL (Query, Jobs, database backup, restore, ODBC, Maintenance and troubleshooting, etc., ).
Expert level knowledge in Printing, Drivers, Spooler, Disk space/Storage solutions, Task Manager, PerfMon, and SysMon.
Good level knowledge of THIN vs FAT client systems and general server OS functionality, Terminal Services, and Profile types.
Knowledge of Networking, Firewall management, SMTP, and Latency troubleshooting.
Working knowledge of ticketing tools like Salesforce, ServiceNow, etc.
Strong problem-solving, analytical, and time-management skills.
Should have worked or willing to work in India night shift timings (supporting US Eastern time zone).