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