Remote Technical Specialist

Responsibilities :

•         Provide remote problem determination and resolution for routine, product-specific, task-oriented questions regarding installation and product usage.
•         Taking ownership of customer issues reported and seeing problems through to resolution
•         Research, Diagnose, troubleshoot and identify solutions to product issues
•         Ask customers targeted questions to quickly understand the root of the problem
•         Talk clients through a series of actions, either via phone, email until theyve solved a technical issue
•         Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
•         Prioritize and manage several open issues at one time
•         Document technical knowledge in the form of notes, blogs, articles and manuals

Requirements :

•         Proven work experience as a Technical Support Engineer in the past can help
•         Hands-on experience with Windows/Linux
•         Ability to diagnose and troubleshoot basic technical issues
•         Excellent problem-solving and communication skills
•         Ability to provide step-by-step technical help, both written and verbal
•         Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
•         Technical knowledge in the following areas is required
• Database knowledge. Hands on experience on Oracle/DB2/Teradata/Netezza/Hadoop/Informix will be the value addition
• Basics of networking
• Understanding of client/server technology
• Unix (RHEL OR AIX)
• Understanding of WebLogic or WebSphere or Apache Tomcat
• Cloud technologies like Amazon EKS/Google cloud/ Microsoft Azure etc.