Linux — Tech Support

Experience- 2.3yrs-5 yrs

Job Description-

Skills- Linux Datacenter, Upgrade and Technical support

 

Knowledge & Key Skills
oTechnical Skills and Experiences
 OS: -Linux servers, preferably Novel SLES
Switches/Routers: Cisco managed switch, Networking and hardware troubleshooting.
Servers: HP, DELL, IBM Driver troubleshooting
Cluster: Basic load balanced Linux cluster.
Storage: SAN, NAS.
Monitoring tools: Nagios, Nimsoft
Knowledge of HL7/DICOM (optional and will be added advantage)
 Analyzing and understanding application/Event viewer/Network logs
Experience troubleshooting medical domain application (optional and will be added advantage)
Tools ( Webex/GotoAssist/WireShark)

oFunctional Skills and Experiences
 Experience working in technical support process  
 Good communication skills (verbal & Written
 1.5+ years experience in Application/Technical support 
  Extensive problem solving and troubleshooting skills
  Ability to independently apply production upgrades and support the products and technologies
  Experience in providing services to agreed SLAs
  Excellent interpersonal and communication skills
  Flexible in working outside of core business hours at short-notice

oPersonal Qualities
  Strong customer service and support focus with a desire to deliver a high quality service
  Self-motivated and highly professional with ability to lead and take ownership and responsibility
  Ability to multi-task, work under pressure and to tight deadlines
  A desire to learn and improve skills and knowledge
  Logical approach to problem solving
  Fast learner, energetic and enthusiastic
  Adaptable and flexible to business demands
  Strong organizational and planning skills
  Positive can-do attitude
  Team player

 

Accountabilities 

oApplication/Technical Support
 Provide first line technical support
 Various work related report generations from CRM tool
 talking to clients and computer users to determine the nature of problems
 Answer queries promptly, professionally and knowledgeably on the phone/email/Chat 
 Maintain polite, professional attitude to all clients
 Installing and configuring applications, software, systems, networks, printers and scanners
 investigating, diagnosing and solving computer software and hardware faults
 Log all calls received on Salesforce accurately, efficiently and completely
 Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complex roblems
 Provide timely updates to clients on existing queries.
 Manage and take ownership of the resolution process for all customer related issues
 Ensure the provision of consistently reliable and professional service by utilizing in depth technical and product knowledge and diagnostic skills
 Develop expertise in the tools/Applications of client products that will lead to shorter resolution times.
 Escalate issues across business technical divisions expediting solutions to complex client queries and provide end to end ownership of client issues
 Undertake proactive calling to ensure customer satisfaction levels
 Proactively monitor team and make adjustments to meet optimum performance levels and advocate consistently maintained procedures
 Achieve individual & team desk targets
 Maintain good working relationships with internal departments as well as 3rd party vendors 
 Demonstration of ownership of problems

Ref:

223356

Posted on:

October 7, 2018

Experience level:

Entry level / Graduate

Education level:

Bachelor's degree or equivalent

Contract type:

Permanent

Location:

Noida

Department:

BPO / Consulting

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