Description

Provide technical support to application administrators, resolving system configuration issues, product functionality questions, and complex technical problems.

This role is remote.

Responsibilities

• Resolve user questions and technical problems regarding system setup and product fixes.
• Act as the primary support liaison between the company and the customer.
• Manage customer communication regarding the status and resolution of reported issues.
• Perform follow-up testing and troubleshooting for reported bugs.
• Collaborate with backline and development teams to resolve complex issues and influence product direction.

Required Skills

• 5+ years of experience in technical support or customer service.
• Proven experience in 2nd or 3rd line technical or application support.
• Troubleshooting expertise in Windows Server and Client environments.
• Knowledge of Windows infrastructure including DHCP, DNS, Active Directory, Windows Registry, Services, and Processes.
• SQL proficiency including Database Infrastructure, SQL Trace/SQL Profiler, Querying, and Maintenance planning.
• IIS knowledge including HTTP protocol and IIS Configuration.
• Networking knowledge covering the ISO/OSI Model, Ports, Network Services, and Network Trace Analysis.
• Fluent spoken and written English.

Preferred Skills

• Bachelor’s degree in Computer Science, Engineering, or equivalent.
• Linux/Mac experience including commands, configuration, installation, and scripting.
• OS Deployment knowledge (MDT, SCCM, Ghost, or Altiris) or relevant certifications.

Key Skills

Education

Any Graduate