Major Duties and Responsibilities
- Provide support to customers globally mainly predominantly via email
- Manage own workload and provide constant proactive support and updates to customers
- Follow predefined processes around ITIL service delivery framework
- Consistently ensure all open tickets and live chats are managed and supported appropriately till closure
- To work on 24x7 rotation shifts based on the scheduled rosters set by the resource and planning team
- To perform remote troubleshooting of client product in client's hosting environment
- To be involved in system integration projects for client products
- To be able to design and implement non-standard solutions for absent features in client product or non-supportable / out of scope / administrative tasks
- To troubleshoot errors related to Saas and Cloud Services
- To troubleshoot issue related to virtual servers / container in VMWare, PBSM and Virtuozzo
- To trobleshoot errors related to SQL database hosting (MySQL, MSSQL, Postgresql)
- To trobleshoot errors related to DNS misconfuguration
- Troubleshoot domain registration and transfer issues, e-payment plug-ins and billing operations
- To answer and reply to phone calls on technical related issues on the assigned tickets
Key Skills and Attributes
- Working knowledge of Microsoft Windows Server family
- Working knowledge in Linux platforms
- Working knowledge of Linux server distributions
- Working knowledge of Active Directory and LDAP
- Working knowledge of DNS and domain registration and administration
- Working knowledge of networking concepts
- Working knowledge of web servers, Apache and IIS
- Working knowledge of database servers, PostgreSQL, MySQL and MS SQL and SQL queries
- Working knowledge of ftp servers
- Working knowledge of SSL Certificates
- Working knowledge of internet technologies and hosting
- Working technologies in diagnostic and troubleshooting skills
- General knowledge of billing principles - subscriptions, documents (order / invoice / payment / adjustment), credit card transactions, reseller ship
If you are interested in this opportunity, please apply online today.