Technical Skills Required
Mandatory:
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Good knowledge in Networking and troubleshooting tools- DNS, DHCP, TLS, SSL, security Protocols, Routing, Packet data analysing, Prior experience in working with Wireshark, Nmap, http analyser, Debug view etc.
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Knowledge in VAPT analysis & Security
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knowledge about security software such as DLP,firewalls (End point security are add on)
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Product and Application Support
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Good experience in product and application support with sound knowledge of networking and IT Infrastructure
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Must have worked on supporting any enterprise security applications like Zero Trust, Identity Management solution, Multifactor Authentication Solution
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Any support experience in Virtualization products coming from Citrix, Microsoft, Dell, etc.
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Should have worked with any reverse proxy solutions
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Should understand how key web servers can be troubleshooted like Apache, NGINX, TOMCAT, IIS, etc.
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OWASP Application Security Guidelines
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How typically big enterprise support product installation and upgrades are managed and how the patch management is done
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Knowledge of PowerShell scripting, Linux shell scripting, and Python
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Infra Support
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Excellent knowledge in Windows Server operating systems & Roles - Active directory, Group policies,Remote Desktop services, IIS, FSMO roles.
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Process data analyzing, Windows sys- internals tools knowledge will be add on. Batch and PowerShell scripting will be desirable
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Work experience in Client-side operating systems -Windows 7,8,10 are must
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Very good Working knowledge in Linux & Mac operating systems
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Support Management and Tools knowledge
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Good knowledge of L1 and L2 Ticket tracking tools
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Good Knowledge of Service level management tools
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Should be able to manage escalations and the agreed and provided SLA for various clients
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Should be able to provide reports for any escalations, Root cause Analysis (RCA) ,Productivity reports
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Must make sure escalations are managed at root level and there is zero repeat escalations
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Excellent knowledge on Server Operating systems (Win 2016/19/22, Linux flavors)
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Proficient in Networking - DNS, DHCP, basic routing concepts, network monitoring commands & tools,
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Good knowledge in IT Infrastructure & Security concepts -Storage, File servers, SSL certificates, VPNs gateways, VAPT analysis, UTMS etc
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Good knowledge in Azure Cloud, conceptual understanding in Desktop as service, working experience in Azure Virtual Desktop / equivalent products
Good to have:
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Knowledge of Windows kernel Drivers
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Kubernetes and Container technologies
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Prior experience in support ticketing tools and process
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Experience in documentations
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Certifications - ITIL3 or ITIL4
Role and Responsibilities:
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To provide solutions, not workarounds
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Good listener to customer, provide on time deliveries; Involve appropriate authorities when escalations are required
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Make sure Support deliveries are under SLAs
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Provide Solution documents, KB articles & RCAs and make sure team members are following the process
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Proactively involve in escalations and make sure customer commitments are met
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Coordinate with Product Management team for bug fixes, new feature escalations & development related items and make sure on time resolution
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Good with Statistical data, analyze priorities and involve in the product improvement discussions
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work as a leader of special or Ongoing requirements
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Use appropriate judgement during critical environments.
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Reproduce customer issues and if required, analyse the root cause; Check and verify any viable solutions available other than development –such as creating scripts, simple solutions etc.
