Technical Support Specialist

About the Role

Technical support: Oversee major incidents, mitigate risks, and provide stability through proactive solutions.

Responsibilities

Expertise in PKI, X.509 certificates, TLS/SSL, HSMs, and compliance with security best practices.
Strong knowledge of cloud-based services with excellent knowledge of Windows Servers OS, Linux, Active Directory, and networking.
Work cross-functionally with internal teams to improve support processes, lead strategic initiatives, bring in efficiency and collaboration of best practices.
Provide guidance to support engineers and also maintain technical documentation and prepare knowledge base to ensure SOPs for all kind of concepts exist.
Troubleshoot and manage SQL databases for efficient support operations.
Enhance support infrastructure, implement automation, and drive efficiency improvements.

Qualifications

Interpersonal Skills Required: Ability to communicate clearly and professionally with customers, both verbally and in writing.
Strong commitment to providing exceptional customer service and ensuring customer satisfaction.

Required Skills:

IT products/services delivery
Windows Server OS
Linux
IIS
PowerShell scripting
Java scripting
SQL database queries
Network basics
Tools and systems used to monitor network issues
Experience in using Zendesk or any other Case management and reporting tools
Python
Bash commands