Innovatia Inc. Looking for Technical Support Specialist- CM/Alarm at Bengaluru, Karnataka Full Time

Hiring! – Technical Support Specialist

Innovatia Inc. is an industry-leading knowledge management company with expertise in the Information Technology, Telecommunications, and Energy sectors. We provide our customers, including some of the worlds’ most successful Fortune 500 and Fortune 1000 companies, with end-to-end knowledge solutions including technical documentation, training, technical support and information auditing.

We are looking for a Technical Support Specialist to provide excellent customer service to our customer. You will join an existing team of highly skilled technical support professionals where training and certifications are provided.

Responsibilities

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• Provide top quality technical support, troubleshooting of Information Technology networks and PBX Systems and ancillary equipment such as voicemail.
• Work remotely with end-users and technicians, diagnose and recommend solutions leading to resolution with call quality issues in VoIP environments.
• Monitoring Alarms
• Collect and analyze packet trace information.
• Create reproduction of customer environments on lab equipment.
• Document in great detail all site information, troubleshooting steps, and time reporting in Customer Relationship Management Systems.
• Install, configure, and maintain lab equipment

Personal Attributes

• Attention to detail – understanding the importance of details is key
• Logical and analytical approach to problem solving.
• Ability to work independently in a high stress environment.
• Strong technical aptitude.
• Solid work ethic.
• Organized, independent, dependable, self-motivated, takes ownership and initiative.
• GREAT communications skills. Customer satisfaction is our purpose; this is a HIGH TOUCH environment in which continual customer interaction is the norm.

Required Skill Set

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• Post-secondary education in a technical field.
• Minimum 2 years of experience in the information technology field. Linux skills – basic to intermediate; navigation skills (moving, deleting, copying), possibly some openssl knowledge to validate certs and such
• Windows skills – basic to intermediate ; knowledge to validate certificates and basic browser understanding
• Network skills – basic to intermediate ; (TLS/TCP understanding, Telnet/traceroute/ping knowledge, sftp/ftp possibly, HTTPs/HTTP on occasion).
• SIP – basic understanding, however as we utilize SM trace and they are easy to see/understand it would take someone one or two times seeing it to get a good basic understanding as is.
• SQL – Not needed over all, while we do have SQL we do not touch it without Dev specifically telling us what to do or dev is doing the work itself.
• Hardware – basic to intermediate; understanding how to look up hardware guides and being able to understand what they mean.
• Communication skills – Intermediate to advanced; need to have empathy, knowing when to call or email
• Putty – Basic