Job Description
About the job Customer Support Engineer
Job Summary:
- The products being supported by this position are related to Cloud-Based Hosting.
- We are essential personnel working in a 7X24X365 environment providing technical support to a wide variety of large clients located globally.
- We provide fault isolation and problem resolution for complex problems that come directly from clients or are referred by other levels of technical support.
Responsibilities & Duties:
- Knowledge of Zoho ticketing system, trouble ticket policies, and procedures including escalations and measurements.
- Each agent using Zoho has to manage and keep each ticket updated which is assigned to him.
- Able to track ticket history.
- Able to create a report from Zoho ticketing portal.
- Upload and Search Knowledge Base Articles on the Portal.
- Properly closed the ticket when the issue is resolved and the task assigned in the ticket has been completed.
- Strong knowledge of Microsoft Windows Server & client end configuration, troubleshooting, and remote deployments, etc.
- Able to deploy Windows Active Directory.
- Having technical skills to troubleshoot and pull reports from Active Directory.
- Fully capable of applying Group policies.
- Able to install roles and features and be fully aware of its uses.
- Can work on the File share server.
- Ability to Provision, manage, and maintenance of Windows Server 2012, 2016, and 2019.
- Knowledge of Virtualization Technologies (ESXi, KVM & Hyper-Converged system).
- Manage VMware, KVM and Nutanix.
- Manage and maintenance of VM.
- Live migration.
- Sound knowledge of Clusters & Data Store.
- Resource Monitoring in the VM and Host level.
- Basic Knowledge of Networking techniques including VPNs, subnetting, IPv4, DHCP.
- Able to create a VPN and troubleshoot it.
- Able to create Port Rules and troubleshoot it.
- Strong Knowledge of TCP/IP networking, DNS, DHCP, LAN, WAN, and firewalls.
- Able to create and manage DNS & DHCP
- Able to handle and understand LAN & WAN techniques
- Agent call for Support. Level 1 and Level 2.
- Greet customers on a call with the dinCloud customer support pitch.
- Able to attend Support calls.
- Take leads on calls on mission-critical issues.
- Response time while attending calls should be minimal.
- Must keep in mind the phone call etiquette.
- Monitoring of Zabbix Alerts and Escalation to the concerned teams.
- Instant action in case of disaster situations like Host down or ISP down. Contact immediately to the concerned person and report the issue.
- Excellent English verbal and written skills.
Skills
Computer Sciences graduate with minimum of 3 years of experience is required.
Group Policy Management, VMware, Nutanix, Active Directory
Job Details
- Job Location
- Islamabad Pakistan
- Company Industry
- Other Business Support Services
- Company Type
- Unspecified
- Employment Type
- Unspecified
- Monthly Salary Range
- Unspecified
- Number of Vacancies
- Unspecified