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Technical Support Analyst

2.00 to 3.00 Years   Bangalore   25 Jul, 2022
Abacus Staffing and Services Pvt Ltd
Job LocationBangalore
EducationNot Mentioned
SalaryRs 3.0 - 7 Lakh/Yr
IndustryRecruitment Services
Functional AreaNetwork / System AdministrationGeneral / Other Software
EmploymentTypeFull-time

Job Description

    Provides exceptional front line technical support to Corporate customers, partners and product support personnel and work with them to diagnose, troubleshoot, repair and debug complex product issues, complex Malware, over networked and/or wireless systems. Understand the severity of the situation, and then respond with similar sense urgency. Work with all stake-holders of the situation and keep them updated regularly within defined SLAs. Keep customers safe by delivering an extraordinary customer experience. Educate customers about the product, issue, possible cause and the solution, and help them prevent problems, resolve their issues quickly and. maximize the value of their security investment. Provides support to customer/users where the product is highly technical or sophisticated in natureEducational Qualifications: 4-year Bachelors Degree in Engineering / 3-year Bachelors Degree in Science or (10+2+3) Diploma in engineering domain Industry certifications like CCNA, MCSE, S+, etc will be an advantageRequired Experience: Minimum 3 years work experience in a Technical Support role, preferably product support Minimum of 2 years experience in Phone-based Technical Support Managing Global Enterprise Customers from regions such as NA, Europe or Asia Pacific Exposed to working shifts in nights Current job includes exposure to CRM toolsPreferred Experience: Exposure to severity based models and work culture would be preferable Exposure to Enterprise/Corporate customers preferableKnowledge, Skills& Abilities Required:Ability to communicate effectively, both orally and in writing. Ability to communicate technical information to non-technical personnel. Keen sense of ownership of technical issues of McAfees enterprise customers Ability to generate progress reports on cases owned Be a team player with ability to stretch (time-wise) when required Ability to work in high-pressure environment without compromising on quality. Skills in planning, organizing, and adapting within a multi-tasking environment. Willing to work in night shifts Ability to participate in technical forums and provide inputs Ability to come up with innovative solutions, and document them. Have the aptitude and patience to update cases with well-written activity reports on a regular-basis and maintain case documentation Generate whitepapers / technical documents towards knowledge management Liaise with higher levels of technical support for escalations & troubleshooting customer issues Performs miscellaneous job-related duties as assigned Knowledge of current technological developments/trends in area of expertise.Technical Skills:
    • Strong knowledge of Windows Client and Server Operating systems Excellent troubleshooting skills on Windows OS-Servers and Desktops. Good knowledge of Databases and hands-on DB troubleshooting experience. Should have strong understanding of Windows troubleshooting / Sys-internal tools Should be able to interpret various Windows logs, dumps etc. Experience working with Windows Server OS Administration, Active Directory Services, Network Security Working knowledge on non-Windows OS, like Linux, MAC preferred. Knowledge and working experience on McAfee corporate products preferred.
    ,

Keyskills :
technical supportactive directorytroubleshootingcustomer relationsslawindows server osserver oscurrentwindows serverproduct supportdirectory servicesworking experiencetroubleshooting skillswindows troubleshootingmacccnamcselinux

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