Job Summary:
Responsible for diagnosing and troubleshooting technical issues and helping customers by addressing
queries and resolving issues. Reports defects, offers suggestions for product improvement,
contributes to product knowledge and helps make future technical support easier. Is also responsible
for effective provisioning, installation/configuration, operation, and maintenance of systems
hardware and software and related infrastructure.
Key Roles and Responsibilities:
- Identify, diagnose, research and troubleshoot technical issues and problems
- Respond to queries, issues and requests for technical support from customers
- Document, track, and monitor issues to ensure a timely resolution
- Interact with development and deployment teams to restore service and identify and correct
root cause of problems
- Escalate unresolved issues to team leads and other stakeholders
- Manage multiple customer cases simultaneously and provide regular and accurate progress
updates to customers
- Ensure customer systems are fully functional after troubleshooting
- Document issues, resolutions and escalations clearly in the internal database
- Assist customers to install, configure and deploy products and systems at various sites
- Work with customer technical teams to deploy and test servers after installation
- Recommend product modifications/enhancements to reduce user problems
- Install, configure, monitor and maintain the internal IT infrastructure of the company
- Install and configure software and hardware
- Manage network servers and technology tools
- Set up accounts and workstations
- Monitor performance and maintain systems according to requirements
- Troubleshoot issues and outages
- Ensure security through access controls, backups and firewall
- Upgrade systems with new releases and models
- Administer servers, desktop computers, laptops, printers, routers, switches, firewalls, phones,
personal digital assistants, smartphones, software deployment, security updates and patches
- Build internal technical documentation, manuals and IT policies
- Ensure company IT assets are tracked as per best practices and the inventory is managed
effectively
- Travel to support in different projects.
- Participate in trainings and learnings
Skills and Experience:
- Bachelor’s or Master’s Degree in Computers or Information Technology or related field
- Certificate in Network Engineering / Hardware Network.
- Proven work experience of 3-5 years as a Technical Support Engineer, IT Help Desk Technician,
Network support or similar role
- Strong understanding of Network Hardware and Infrastructure. Experience with databases,
networks (LAN, WAN) and patch management
- Experience as a System Administrator or Network Administrator
- Hands-on experience with Windows/Linux (Ubuntu/RedHat/CentOS – Current)/Mac OS
environments
- Good hands-on working experience in Linux.
- Hands on experience with monitoring, maintaining and deploying server systems
- Knowledge of system security (e.g. intrusion detection systems) and data backup/recovery
- Knowledge of ITIL service management concepts
- Strong understanding of incident, change and problem management
- Experience with IT asset management, inventory management, and disposal
- Strong working experience in MS Office, Outlook, SharePoint
- Excellent problem-solving and troubleshooting skills
- Ability to provide step-by-step technical help, both written and verbal
- Ability to take initiative and handle concurrent tasks with appropriate priority
- Ability to meet objectives and adhere to deadlines with minimal supervision
- Flexible and willing to accept a change in priorities as necessary
- Stakeholder management skill – Communication, Coordination and liaising with Vendor
(Procurement/ Provisioning), Customer, Internal teams
- Excellent communication skills – English language is a must
- Customer focused with a passion and drive for customer satisfaction and delivering business
value
- Continuous learning and Development - Ability and willingness to acquire in-depth
understanding of domain and existing products and apply that knowledge to work scenario
