Sr. Techical Support Solid Systems Global
Solid Systems Global
Office Location
Full Time
Experience: 2 - 2 years required
Pay:
Salary Information not included
Type: Full Time
Location: Karnataka
Skills: Network troubleshooting, Linux, LPIC, CCNA, MCSE, MCP, Quality communication skills, Server Environments, RHCP, cisco
About Solid Systems Global
Job Description
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 Location: Bangalore Job Type: Contract job of 1 year ( can get extendable based on your performance) Company name : Solid Systems Global, HBR Layout.,