Senior Technical Support Engineer

Job Summary

Reporting to: Director - Customer Success

We are seeking a motivated and skilled Systems Support Engineer to join our team, specializing in the support of Accops products. The ideal candidate will have a strong foundation in networking, Linux operating systems, and basic security concepts. You will play a critical role in troubleshooting, resolving technical issues, and ensuring seamless operations for our clients.

Technical Skills Required

• Strong understanding of networking concepts and protocols (TCP/IP, DNS, VPN, firewalls, etc.).
• Proficiency in Linux OS (Red Hat, CentOS, Ubuntu) for basic administration and troubleshooting.
• Familiarity with security principles, including firewalls, authentication mechanisms, and encryption.
• Hands-on experience with Accops or similar products is a plus.
• Strong problem-solving and analytical skills with attention to detail.
• Excellent verbal and written communication skills.

Soft Skills Required

• Strong communication skills (written and verbal)
• Clarity of thought
• User centric approach
• Sincere
• Proactive
• Self-motivated
• Logical bent of mind (Analytical)
• Willingness to work in shifts.

Role and Responsibilities

• Provide Level 1 support for Accops products, addressing customer queries and resolving technical issues within SLAs.
• Diagnose and troubleshoot problems related to networking, Linux OS, and application configurations.
• Collaborate with cross-functional teams to resolve complex technical issues.
• Manage and troubleshoot network configurations, including TCP/IP, DNS, DHCP, VPNs, and firewalls.
• Monitor network performance and ensure optimal connectivity for Accops applications.
• Perform basic administration tasks on Linux servers, including configuration, maintenance, and log analysis.
• Identify and resolve OS-level issues that impact application performance.
• Assist in identifying and mitigating potential security risks related to applications and infrastructure.
• Support the implementation of security best practices for Accops products.
• Act as a point of contact for customer escalations and ensure timely updates on issue resolutions.
• Provide guidance and training to customers on best practices and product usage.
• Create and maintain detailed documentation for troubleshooting guides, FAQs, and knowledge base articles.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.