Job Description

Responsibilities:

• 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).
• Microsoft Certifications, MCP, MCSA.
• AWS CCP or any AWS certification.