Sr. Technical Support Engineer

Overview

JOB TITLE : Sr. Technical Support Engineer (US Process)

JOB DESCRIPTION :

Ticket work :

o Each agent should close 12 tickets per day (Roughly 36-45 replies per day)

o Agents are expected to maintain a 4.0 (of 5) min. satisfaction rating or higher (based on customer feedback through our ticketing system)

o Identify issues based on symptoms, error, or debug logs (Ref. Internal KB/KI or Public Support KB)

o Escalate tickets to Tier 2 following escalation SOPs

o May require remote access to inspect/confirm issue on client-side

o Outbound Ticket Callouts as needed (for supervised remote session or clarifying details/issues)

o Take client calls for addressal of their queries.

Skills & Experience

o Quality communication skills for calls and ticket communication

o Familiar with Network Environments and Network Troubleshooting

o Familiar with Server Environments (Hardware, RAID, ADS, etc.)

o Familiarity with Linux or Linux CLI

o At least 2+ years of experience in a related Technical Support oriented environment

o Certifications are a plus:

§ Linux: LPIC, RHCP (Red Hat), Linux+

§ Networking: CCNA, Cisco, etc.

§ Other Related: MCSE, MCP, etc.

Shift timings: Rotational Shifts (US Shifts)

Working days: Rotational with two days off in a week

Work Model: Hybrid model ( 2 days wfo, 3 days wfh, after Training period for 3 months)

Location: Bangalore,HBR Layout.

Job Type: Contract job of 1 year ( can get extendable based on your performance)

Payroll company name : Solid Systems Global.

Job Type: Full-time

Pay: ₹45,000.00 - ₹65,000.00 per month

Shift:

• Rotational shift
• US shift

Work Location: In person