Ideas2Goal Technologies Looking for TECH SUPPORT at Nagpur, Maharashtra Full Time

Linux/Windows Technical Support Specialist

We are looking for a passionate, articulate, and enthusiastic Technical Customer Support Specialist to provide superior technical customer support.

TECHNICAL EXPERIENCE / REQUIREMENTS

Minimum two (2) years of Linux systems administration or hands-on experience is a must.

Self-starter with minimum one (1) year of software support experience.

Associates degree; technical degree preferred.

Superior technical expertise and work ethic.

Proven ability to interact with developers, colleagues, and cross-functional teams.

Strong understanding of Linux-based operating systems and Windows servers.

Strong understanding of internet networking connectivity technologies including firewalls, TCP, DNS, DHCP, SSL, and load balancing.

Understanding of most basic system administration tools and procedures; for example, MySQL, MsSQL, IIS, Apache, ProFTPd, Plesk, cPanel, and web control panels and ability to use backup programs, verify disk integrity, and maintain system files (groups, hosts, aliases).

Perform preventive maintenance on servers.

Troubleshoot, analyze, and resolve causes of server performance problems.

Review server error and audit logs and perform system backups/restores.

Gather necessary data for issue replication, problem determination and/or escalation.

Isolate and, when possible, resolve service performance issues.

System administration experience and development experience highly desirable.

CUSTOMER SERVICE EXPERIENCE / REQUIREMENTS

Excellent people skills.

Proven ability to clearly and effectively interact and communicate with customers in a friendly and personable manner via multiple channels (chat, phone, email).

Research, resolve, and respond to customer questions and call backs (via chat, phone and email) in a timely manner and in accordance with established standards, policies, procedures and service level agreements.

Use interactive tools including chat, forums, email, monitoring and other web based social media to exceed customer expectations.

Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.

Provide creative solutions to customer problems to ensure customer productivity.

When appropriate, escalate issues to appropriate individuals based on established guidelines and procedures.

Ability to exercise judgment using procedures and practices to determine the appropriate course of action.

Attend training sessions and possibly assist in training workshops. Participate in cross/team projects that enhance the quality or efficiency of the Customer Support group.

Be part of a team, with best in breed cost structure, operations, and execution quality.

Passionate about customers and helping them reach their goals.

Desire and ability to provide an outstanding customer experience and go the extra mile in everything you do.