Technical Skills Required
Experience Range - 10 yrs
Mandatory:
- 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.
- Knowledge in VAPT analysis & Security
- knowledge about security software such as DLP, firewalls (End point security are add on)
Product and Application Support
- Good experience in product and application support with sound knowledge of networking and IT Infrastructure
- Must have worked on supporting any enterprise security applications like zero trust, Identity Management solution, Multifactor Authentication Solution
- Any support experience in Virtualization products coming from Citrix, Microsoft, Dell, etc.
- Should have worked with any reverse proxy solutions
- Should understand how key web servers can be troubleshooted like Apache, NGINX, TOMCAT, IIS, etc.
- OWASP Application Security Guidelines
- How typically big enterprise support product installation and upgrades are managed and how the patch management is done
- Knowledge of Power-shell scripting, Linux shell scripting, and Python
Infra Support
- Excellent knowledge in Windows Server operating systems & Roles - Active directory, Group policies, Remote Desktop services, IIS, FSMO roles.
- Process data analyzing, Windows sys- internals tools knowledge will be add on. Batch and PowerShell scripting will be desirable
- Work experience in Client-side operating systems - Windows 7,8,10 are must
- Very good Working knowledge in Linux & Mac operating systems
Support Management and Tools knowledge
- Good knowledge of L1 and L2 Ticket tracking tools
- Good Knowledge of Service level management tools
- Should be able to manage escalations and the agreed and provided SLA for various clients
- Should be able to provide reports for any escalations, Root cause Analysis (RCA) , Productivity reports
- Must make sure escalations are managed at root level and there is zero repeat escalations
- Excellent knowledge on Server Operating systems (Win 2016/19/22, Linux flavors)
- Proficient in Networking - DNS, DHCP, basic routing concepts, network monitoring commands & tools,
- Good knowledge in IT Infrastructure & Security concepts -Storage, File servers, SSL certificates, VPNs gateways, VAPT analysis, UTMS etc.
- Good knowledge in Azure Cloud, conceptual understanding in Desktop as service, working experience in Azure Virtual Desktop / equivalent products
Role and Responsibilities:
- To provide solutions, not workarounds
- Good listener to customer, provide on time deliveries; Involve appropriate authorities when escalations are required
- Make sure Support deliveries are under SLAs
- Provide Solution documents, KB articles & RCAs and make sure team members are following the process
- Proactively involve in escalations and make sure customer commitments are met
- Coordinate with Product Management team for bug fixes, new feature escalations & development related items and make sure on time resolution
- Good with Statistical data, analyze priorities and involve in the product improvement discussions
- work as a leader of special or Ongoing requirements
- Use appropriate judgement during critical environments.
- Reproduce customer issues and if required, analyse the root cause; Check and verify any viable solutions available other than development โ such as creating scripts, simple solutions etc.
Good to have:
- Knowledge of Windows kernel Drivers
- Kubernetes and Container technologies
- Prior experience in support ticketing tools and process
- Experience in documentations
- Certifications - ITIL3 or ITIL4
Soft Skills Required
- Strong communication skills (written and Verbal)
- Clarity of thought
- User centric approach
- Sincere
- Proactive
- Self-motivated
- Logical bent of mind (Analytical)
- Team Manager
- Flexible/adaptable
- Strong verbal communication skills
Accops empowers modern enterprises with agility, flexibility, and affordability by providing secure and instant remote access to business applications from any device and network. Founded in October 2012, Accops is headquartered in Pune, India, and is known for its nimble and customizable approach, offering faster response times to dynamic environments.
We are a rapidly growing IT product company with a flat organizational structure and flexible work environment. We enable enterprises to adopt 'work from anywhere' and by joining us, you get to work on hypergrowth technologies, like virtualization, cloud computing and network security.
๐๐ค๐ค๐ฐ๐ฑ๐ด ๐ช๐ด ๐ข๐ฏ ๐ฆ๐ฒ๐ถ๐ข๐ญ ๐ฐ๐ฑ๐ฑ๐ฐ๐ณ๐ต๐ถ๐ฏ๐ช๐ต๐บ ๐ฆ๐ฎ๐ฑ๐ญ๐ฐ๐บ๐ฆ๐ณ ๐ค๐ฐ๐ฎ๐ฎ๐ช๐ต๐ต๐ฆ๐ฅ ๐ต๐ฐ ๐ฃ๐ถ๐ช๐ญ๐ฅ๐ช๐ฏ๐จ ๐ข ๐ค๐ถ๐ญ๐ต๐ถ๐ณ๐ฆ ๐ธ๐ฉ๐ฆ๐ณ๐ฆ ๐ข๐ญ๐ญ ๐ฆ๐ฎ๐ฑ๐ญ๐ฐ๐บ๐ฆ๐ฆ๐ด ๐ข๐ณ๐ฆ ๐ท๐ข๐ญ๐ถ๐ฆ๐ฅ, ๐ณ๐ฆ๐ด๐ฑ๐ฆ๐ค๐ต๐ฆ๐ฅ ๐ข๐ฏ๐ฅ ๐ฐ๐ฑ๐ช๐ฏ๐ช๐ฐ๐ฏ๐ด ๐ค๐ฐ๐ถ๐ฏ๐ต. ๐๐ฆ ๐ฆ๐ฏ๐ค๐ฐ๐ถ๐ณ๐ข๐จ๐ฆ ๐ข๐ฑ๐ฑ๐ญ๐ช๐ค๐ข๐ต๐ช๐ฐ๐ฏ๐ด ๐ง๐ณ๐ฐ๐ฎ ๐ข๐ญ๐ญ ๐ด๐ถ๐ช๐ต๐ข๐ฃ๐ญ๐บ ๐ฒ๐ถ๐ข๐ญ๐ช๐ง๐ช๐ฆ๐ฅ ๐ฑ๐ฆ๐ณ๐ด๐ฐ๐ฏ๐ด ๐ช๐ณ๐ณ๐ฆ๐ด๐ฑ๐ฆ๐ค๐ต๐ช๐ท๐ฆ ๐ฐ๐ง, ๐ฃ๐ถ๐ต ๐ฏ๐ฐ๐ต ๐ญ๐ช๐ฎ๐ช๐ต๐ฆ๐ฅ ๐ต๐ฐ, ๐ต๐ฉ๐ฆ๐ช๐ณ ๐จ๐ฆ๐ฏ๐ฅ๐ฆ๐ณ ๐ฐ๐ณ ๐จ๐ฆ๐ฏ๐ฆ๐ต๐ช๐ค ๐ช๐ฏ๐ง๐ฐ๐ณ๐ฎ๐ข๐ต๐ช๐ฐ๐ฏ, ๐ด๐ฆ๐น๐ถ๐ข๐ญ ๐ฐ๐ณ๐ช๐ฆ๐ฏ๐ต๐ข๐ต๐ช๐ฐ๐ฏ, ๐ฆ๐ต๐ฉ๐ฏ๐ช๐ค๐ช๐ต๐บ, ๐ณ๐ฆ๐ญ๐ช๐จ๐ช๐ฐ๐ฏ, ๐ด๐ฐ๐ค๐ช๐ข๐ญ ๐ด๐ต๐ข๐ต๐ถ๐ด, ๐ฎ๐ฆ๐ฅ๐ช๐ค๐ข๐ญ ๐ค๐ข๐ณ๐ฆ ๐ญ๐ฆ๐ข๐ท๐ฆ ๐ณ๐ฆ๐ฒ๐ถ๐ช๐ณ๐ฆ๐ฎ๐ฆ๐ฏ๐ต๐ด, ๐ฑ๐ฐ๐ญ๐ช๐ต๐ช๐ค๐ข๐ญ ๐ข๐ง๐ง๐ช๐ญ๐ช๐ข๐ต๐ช๐ฐ๐ฏ, ๐ฑ๐ฆ๐ฐ๐ฑ๐ญ๐ฆ ๐ธ๐ช๐ต๐ฉ ๐ฅ๐ช๐ด๐ข๐ฃ๐ช๐ญ๐ช๐ต๐ช๐ฆ๐ด, ๐ค๐ฐ๐ญ๐ฐ๐ณ, ๐ฏ๐ข๐ต๐ช๐ฐ๐ฏ๐ข๐ญ ๐ฐ๐ณ๐ช๐จ๐ช๐ฏ, ๐ท๐ฆ๐ต๐ฆ๐ณ๐ข๐ฏ ๐ด๐ต๐ข๐ต๐ถ๐ด, ๐ฆ๐ต๐ค. ๐๐ฆ ๐ค๐ฐ๐ฏ๐ด๐ช๐ฅ๐ฆ๐ณ ๐ข๐ญ๐ญ ๐ข๐ฑ๐ฑ๐ญ๐ช๐ค๐ข๐ต๐ช๐ฐ๐ฏ๐ด ๐ฃ๐ข๐ด๐ฆ๐ฅ ๐ฐ๐ฏ ๐ฎ๐ฆ๐ณ๐ช๐ต ๐ข๐ฏ๐ฅ ๐ด๐ถ๐ช๐ต๐ข๐ฃ๐ช๐ญ๐ช๐ต๐บ ๐ต๐ฐ ๐ต๐ฉ๐ฆ ๐ณ๐ฐ๐ญ๐ฆ.