[ref. m44740700] Technical Support

VALUELABS

WE ARE HIRING

(4) TECHNICAL SUPPORT

Required Skills:

• 3 – 7 years Technical support experience to oversee major incidents, mitigate risks, and provide stability through proactive solutions Expertise in PKI, X.509 certificates, TLS/SSL, HSMs, and compliance with security best practices
• Associate’s degree or equivalent experience
• Self-motivated with the ability to manage customers cases in a timely manner
• Strong commitment to providing exceptional customer service and ensuring customer satisfaction
• Capable of identifying root causes of common customer problems and offering clear, concise resolutions.
• Ability to communicate clearly and professionally with customers, both verbally and written
• Good knowledge of IT products/cloud-based services delivery, with hands-on experience supporting Windows Server OS, Linux, and IIS. Capable of participating in support operational projects and initiatives, contributing to the improvement of support processes while quickly learning new tools and systems.
• Familiarity with PowerShell and Java scripting.
• Familiarity with database queries i.e. SQL.
• Understanding network basics.
• Experiencing in case management and reporting using Zendesk.
• Identifies and documents software or hardware bugs, collaborating with engineering teams.
• Knowledge of security best practices in infrastructure, application, IAM, or data platform solutions is a plus
• Knowledge of software support processes and product troubleshooting methodologies
• Lead resolution of incidents from low to critical levels, conduct root cause analysis, implement long-term fix.
• Analyzes problem patterns to recommend preventative measures.
• Collaborates with internal teams to resolve cross-functional issues.
• Exhibits strong troubleshooting skills and proficiency in case management tools.
• Monitors tier queue and manage case assignments, ensuring adherence to SLA and SLO.
• Replicates customer incidents in labs and research knowledge articles for case escalation.
• Coordinates with Tier 2 teams for effective escalations handling