• Provide technical assistance to customers on Cortex Cloud Control Panel via phone or email.
• Perform in-depth problem analysis and isolate problems of enterprise-wide scope.
• Document customer problem information, recommendations, and resolution.
• Ensure telephone ACD queue coverage accounts for 65% of time spent in direct customer contact.
• Achieve and maintain targeted call statistics such as number of calls answered, closed, or resolved, along with other established Level 2 team goals.
• Contribute content to the technical support knowledge base and tech notes information base.
• Perform support and verification or troubleshooting of issues via remote access to customer environment.
• Reproduce, verify, and document customer issues in house when possible using lab-based equipment.
• Coordinate documentation of customer problem report in preparation for 3rd level escalation.
• Promote a team environment by assisting and contributing to colleagues whenever necessary to enhance the professional development of everyone within the organization.
• Attain CCA product certification within 3 months from date of start in position.
Qualifications and Requirements
Position requires a BS in Computer Science or equivalent experience. Must have a minimum 1 year of experience in a technical customer support environment.
Must possess excellent English written and verbal communication skills.
Must possess excellent problem solving and communication skills.Must be flexible, dependable and able to multi-task with priority. Excellent customer service attitude is extremely important. Requires a person who can work in a professional manner and can stay composed even under sometimes stressful situations.
A good, strong knowledge of all Microsoft Windows server technologies is absolutely essential for this role. Must also have intermediate knowledge of networking technology and protocols like TCP/IP and other related Internet technologies (DNS, DHCP, subnets, routing, etc...).
A desire and willingness to learn about Cloud delivered services
The ability to participate in a rostered on call rotation to provide urgent 24x7 support for the customer base. Approximately 1 week (7 days, 24x7) every 6 or 7 weeks
Certification in Citrix Systems products must be accomplished within 3 months of date in position.
Location : Bengaluru/Bangalore
Experience: 0 to 5 yrs
Desired Candidate Profile
Education: (UG - Any Graduate - Any Specialization) OR (PG - Any PG Course - Any Specialization, Post Graduation Not Required)
Desired Candidate Profile
Minimum 1 years of experience working on Active Directory
Should possess excellent written and verbal communication skills
Willing to work in 24x7 rotational shift
Ability to adapt and take initiatives
Right attitude and aptitude to learn cloud computing and virtualization
Company Profile:
TEKsystems® is a US$ 3.0 Billion world leader in Technology Staffing Services, a wholly owned subsidiary of Allegis Group, a US$ 6.0 Billion, privately held, staffing services group
Employs over 20000 Technical Professionals across 3000 customers worldwide over 25 years in providing high value contract staff for Fortune 500 companies
CLICK HERE TO APPLY:
Tech support Engineer at Allegis Services
