Technical Support Specialist II

General Summary:

Technical Support Specialist II Patch Management is an individual who works in the escalation team in 24/7 support on rotation. The primary function of this position is to manage Windows platform troubleshooting. The candidate is required to exhibit total ownership and responsibility for the escalation.

Technical Skills Required:

• Candidate should have at least 2 - 2.5 years of experience in working on the Windows platform.
• Tech should have strong knokwledge of Windows Server Patching and patch management activities.
• Should have worked on the Windows patch troubleshooting-related cases.
• Should have good knowledge of Windows OS, AD domain controller, and related troubleshooting skills which can help to manage specific patches on DC environment.
• Should have basic knowledge of Windows applications, for example, Exchange, SQL, and .Net to troubleshoot the patch failure issues related to these applications.
• Should have basic knowledge of Hyper-V and VMware to manage patching activities on these operating systems.
• Should have basic knowledge of different Antivirus Applications and their consoles.
• Interacts with partners to provide technical support via email, phone, chat, cases, and remote sessions
• Should have basic knowledge of the ticket management system.

Educational/Vocational/Previous Experience Recommendations:

• Bachelors degree required in a related field or equivalent business experience
• 2+ years of related experience
• Experience working in a technical service-oriented position
• Preferred: Experience troubleshooting Windows Patches