Technical Support Manager

Job highlights

• Batch and PowerShell scripting will be desirable . Work experience in Client-side operating systems - Windows 7,8,10 are must .

• Should have worked with any reverse proxy solutions . Should understand how key web servers can be troubleshooted like Apache,NGINX,TOMCAT,IIS etc

• . Soft Skills Required . .

• 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

• 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)