Some of qualifications and skills are as below.
• Excellent communication skills (with consumers, clients and suppliers); Experience in customer support / problem solving business processes.
• Bachelor’s degree in Computer Science with a double major on System forensics/BPO and a total of 8+ years’ experience in NOC Center, Helpdesk and Technical Support Roles.
• Strong understanding of IT systems fundamentals and system management tasks.
• Ability to handle multiple concurrent issues and remain calm under high pressure situations.
• Knowledge of network troubleshooting, trace routes, pings, website and API performance tracking.
• Solid Microsoft Office (Word, Excel and PowerPoint) skills including office 365 admin duties
• Good MySQL knowledge.
• Experience monitoring an enterprise infrastructure via various tools and open proper tickets with the appropriate information for a quick resolution.
• Ability to quickly and efficiently address customer needs by providing solutions to customer issues or escalating to another support group when necessary.
• Working knowledge of TCP/IP, HTTP/HTTPS and internet protocols.
• Ability to translate a complex problem into a simpler language for the customer and vice versa.
• Experience using – Nagios, Tableau, Uptime monitoring, CRM tools such as salesforce zendesk Kaseya Live connect and bug management system such as Jira and Rally
• Experience providing support for Websites, Mobile Devices and SaaS tools
• I am a fast learner with a demonstrated ability to quickly learn technology and understand unique system requirements