Technical Support Manager
- Accops Systems
- 5 - 8 years
- Pune
- 2 years ago
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Job Description
- Good experience in product and application support with sound knowledge of networking and IT Infrastructure
- Must have worked on supporting any enterprise security applications like Zero Trust, Identity Management solution, Multifactor Authentication Solution
- Any support experience in Virtualization products coming from Citrix, Microsoft, Dell etc.
- Should have worked with any reverse proxy solutions
- Should understand how key web servers can be troubleshooted like Apache, NGINX, TOMCAT, IIS etc.
- OWASP Application Security Guidelines
- How typically big enterprise support product installation and upgrades are managed and how the patch management is done
- Knowledge of Power-shell scripting, Linux shell scripting, and Python
Infra Support:
- Excellent knowledge in Windows Server operating systems & Roles - Active directory, Group policies, Remote Desktop services, IIS, FSMO roles
- Process data analyzing, Windows sys- internals tools knowledge will be add on. Batch and PowerShell scripting will be desirable
- Work experience in Client-side operating systems - Windows 7,8,10 are must
- Very good Working knowledge in Linux & Mac operating systems
- Good knowledge in Networking and troubleshooting tools- DNS, DHCP, TLS, SSL, security Protocols, Routing, Packet data analysing, Prior experience in working with Wireshark, Nmap, http analyser, Debug view etc
- Knowledge in VAPT Analysis & Security
- Knowledge about security software such as DLP, firewalls (End point security are add-on)
Support Management and Tools knowledge:
- Good knowledge of L1 and L2 Ticket Tracking tools
- Good Knowledge of Service Level Management tools
- Should be able to manage escalations and the agreed and provided SLA for various clients
- Should be able to provide reports for any escalations, Root Cause Analysis (RCA) , Productivity reports
- Must make sure escalations are managed at root level and there is zero repeat escalations
Soft Skills Required
Mandatory:
- Clarity of thought
- User centric approach
- Sincere
- Proactive
- Self-Motivated
- Logical bent of mind (Analytical)
- Team player
- Flexible/adaptable
- Strong verbal communication skills
Desirable:
- Strong communication skills (Written)
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Hardware & NetworksRole Category: IT NetworkRole: System Administrator / EngineerEmployement Type: Full timeContact Details:
Company: Accops SystemsLocation(s): Pune+ View Contact
Keyskills: VMware Application support Networking Linux VPN Active directory DNS Windows Technical support DHCP
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