Global Data - Technical Support Specialist - L2/L3 - IP Networking (4-6 yrs) (Global Data)

To Apply for Job Must Have Eligibility :-

- Experience Level : L2 / L3 technical support experience having candidates can apply,

- Communication : Excellent, Must have experience handling direct customers/clients from US/UK/APAC etc International locations, International Technical Remote Voice support process experience is MUST, chat or backend support experience candidates need not apply

- Rotational Shifts : Candidate must be flexible to work in Night shifts

Job Description :-

- Minimum 4 - 6 years' experience with strong communication skill.

- Candidate must have exp. In overseas client facing support for at least two years, US/UK/APAC support preferred.

- Telephonic L1/L2 support, LAN & WAN troubleshooting, software & driver installation, Network printer installation, backup & recovery, VPN configuration & troubleshooting.

- Resolving start up and login problems, Desktop performance and optimization, resolving browser and internet connection, Wi-Fi issues, troubleshooting DNS & DHCP issues, Shared & NTFS Permissions management.

- Configuration and troubleshooting outlook, managing and troubleshooting email and security related issues, phishing, spam, whaling, malware, etc.

- Manage and troubleshoot windows server and client operating systems and related software applications.

- Software & Hardware installation, maintenance, up gradation and troubleshooting of Windows 10/7, windows server 2012/19, MS SQL Server 2012/17, Visual Studio 2017/19.

- Manage, monitor and troubleshoot Microsoft Windows 2012/2019 servers in domain environment.

- Knowledge and understanding of ADS, GPO, DNS, DHCP, SSCM, Networking concept and system security issues is must.

- Understanding of TCP/IP protocol, IP addressing, networking & VLAN concept and cabling, troubleshooting IP/cloud telephony.

- Excellent troubleshooting skill with ability to support and troubleshoot elevated queries independently.

- Knowledge of SCCM, Intune, Office 365 stack and security is desirable

- Hands on experience in AV and related end point product, Knowledge of EDR, Cylance, Cybereason, exposure to DLP and data security desirable.

- Good communication skills with ability to communicate effectively technical and non - technical issues with colleagues at all levels within and outside organization.

- Experience in writing knowledge base (KB) article for basic troubleshooting

- Familiarity & working knowledge of excel and business analytics capability.

Desired Candidate Profile :

- Candidates working with overseas telephonic and remote L2/L2 support with ability to work with minimum supervision.

- Excellent troubleshooting skill and ability to manage technical queries independently.

- Diagnose and troubleshoot software, hardware and networking issues remotely, proficient in remote management and help desk support, email and security related issues.

- Responsible for routine LAN & WAN administration, maintenance, troubleshooting identifying risks and issues.

- Knowledge of EDR, AV and security issues, patch management.

- Monitor network services, check logs and audit management.

- Responsible for monitoring performance and conformance to standards, work ethics, company policies and professional conduct.

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