Position - Senior Technical Support Engineer
JOB DESCRIPTION
- Lead, mentor and guide the application support team.
- Responsible for all customer release deployment and upgrades.
- Providing technical resolutions and support for the customer requests, on Windows, Apple iOS, Android, Windows servers, and other cloud platforms.
- Interact and support to the regional sales team on pre-sales and post-sales activities.
- Deployment of software in the client environment and onsite visit if required. (Sri Lanka and Overseas)
- Maintaining a high degree of customer service for all support queries.
- Taking ownership of user problems and being proactive when dealing with user issues.
- Weekend and out-of-hours working necessary depending on business requirements.
- Deployment of service releases, patches, requests, and customizations (Onsite or Remote)
- Problem determination, workaround resolution, root cause analysis, major incident management.
- Providing a high level of service to our customers and adhering to our strict SLAs for response and restoration times.
- Flexibility - responsibilities may require occasional evening and weekend work.
- Answering the support queries / Technical requests via phone/remotely and email.
REQUIREMENTS
- Minimum 3-5 years of relevant experience.
- Practical experience of Windows Server, SQL Server, IIS and Networking.
- In - depth knowledge to troubleshoot the IIS related issues.
- Excellent customer service skills.
- Hands-on experience with Dockers and Kubernetes will be an advantage.
- Should be able to handle cloud environments such as AWS and Azure.
- Proper knowledge of Mobile OS (iOS, Android, etc)
- IT security and network knowledge to troubleshoot.
- Familiar with the VAPT/ Pentest assessment for the application.
- Basic scripting knowledge of SQL, SQL Clustering, and Log shipping.
- Understand the network concepts (Ports, NAT, Port forwarding etc)
- Understanding of DevOps.
- Basic understanding about the Linux operating systems and commands.
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