Technical Support Engineer - Bengaluru, India - InEvolution

    InEvolution
    InEvolution Bengaluru, India

    2 weeks ago

    Default job background
    Description

    The ideal candidate will be responsible for configuring and troubleshooting our product to resolve our customers' technical issues. You will support the customer by acting as the liaison between the customer and other internal teams. Your ability to work in complex networking environment will also make you an ideal candidate.

    As a Technical Support Engineer, you will:

    • Take ownership of customer issues reported and see problems through to resolution
    • Research, diagnose, troubleshoot and identify solutions to resolve customer issues
    • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
    • Provide prompt and accurate feedback to customers
    • Ensure proper recording and closure of all issues
    • Prepare accurate and timely reports
    • Document knowledge in the form of knowledge base tech notes and articles
    • Meet SLA for issues with respect to the severity

    Qualifications

    • 2+ years' of technical support experience
    • Customer service oriented
    • Strong written and verbal and troubleshooting skills

    What YOU bring to the table:

    2+ years of experience as a Technical Support Engineer or similar role.

    Work experience with:

    • Windows Server, Android, iOS, Mac
    • Virtualization (VMware, Microsoft, Hyper-V),
    • Microsoft platform network services (DNS, DHCP, PKI and other), Active Directory, IIS
    • Networking fundamentals (TCP/IP basics, routing, switching and other)
    • MCITP, CompTIA Network+ and CCNA certifications are a plus
    • Experience with Citrix is a plus
    • Demonstrated strong technical, IT, and problem solving knowledge
    • Familiarity and hands-on experience with macOS/Linux distributions is a plus
    • Excellent demonstrated written and verbal communication skills with ability to communicate effectively with a wide variety of personalities and situations
    • Multitasking
    • Stress tolerance
    • Demonstrated problem solving skills
    • Passed interview with product Subject Matter Expert or/and Tier 1 Team Manager