Job opening of Lead Support

Position Title: Lead Support
Location: Durgapur, India
Immediate Openings: 1
Experience: 5 plus years

 

Responsibilities

  • Prior experience of managing a team for at least a year
  • Investigate customer issues reported, troubleshoot and identify solutions and root causes
  • Provide prompt and accurate feedback to customers by email, by phone and in chat
  • Ensure proper recording and closure of all issues in the request tracker
  • Ensure that problems are solved by applying the correct procedures and documentation, and providing feedback according to SLA
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Document investigation steps and applied solutions in the form of knowledge base tech notes and articles
  • Adhere to defined standards and measures for quality and customer satisfaction requirements. 

 

Qualifications

  • Bachelor’s/Master’s degree in Engineering (preferably Computer Science) or equivalent
  • Previous experience as a system administrator (Windows Server/ *nix/ Mac OS) with more than 5 years’ experience
  • Practical experience which include configuring, daily maintenance, troubleshooting of all following services – ability to provide examples of troubleshooting and resolve test troubleshooting cases
    • Apache / IIS Mail – Qmail / MS Exchange Database servers
    • MySQL, MSSQL, PostrgeSQL, DNS servers
  • Advanced practical experience with database management and querying in SQL – ability to compose/analyze a query on request
  • Practical experience with networking and network services configuration – ability to provide examples of troubleshooting and resolve test troubleshooting cases
    • TCP/IP
    • IP addressing and subnetting, routing concepts
    • Firewalling
  • Understanding of system logs and experience with troubleshooting/monitoring utilities
  • Microsoft, RedHat or LPI certificates (optional but would be a good bonus)
  • Experience in managing/troubleshooting hosting infrastructure (optional but would be a good bonus)
  • Fluent English (written and oral communication)
  • Ability and willingness to work night shifts
  • Communication and interpersonal skills
  • Logical and Analytical Thinking
  • Problem solving and investigation
  • Accuracy
  • Ability to stay calm & focused under pressure
  • Time management and ability to deliver on deadlines
  • Ability to work both independently and cooperatively with others

 

Qualified candidates, for careers in India please send your resumes to Ensim HR team at  cv@ensim.com