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Ø Provide Technical Support for a client, who is a Leader in Back up and Recovery Solutions for their Global Enterprise customers in a 24X7 environment
Ø The Backup and Recovery application will be installed either on Windows /Linux/Unix servers ( You will be responsible for Application level issues)
Ø You will be responsible to provide Enterprise technical support for Installation, Configuration and administration related issues
Ø The Job involves resolving cases 95%, and escalate cases which are complex in nature, which come to support through Phone, Chat, and Email
Ø Excellent Troubleshooting, and Customer handling skills are paramount, as you will be working with customers who are in a corporate and Small medium business environment
Ø Ability to collaborate, and troubleshoot in a Linear and logical way, adhering to the Process SLAs
Ø Good working knowledge of VM set up, and deployment
Ø You would be interacting with IT administrators of client organizations in majority of the cases who would have performed basic trouble shooting tasks before reaching out.
Ø An average customer case would take 7 days to close, would involve some back end research and 2-3 interactions with the customer.
Ø Providing Support on licensing issues which are non-technical in nature
Ø Minimum 12 months experience in Customer Service
Ø Hands on experience on working with Windows/Linux servers will be added advantage
Ø Good Knowledge on
o Windows Server Technologies (Windows NT/2000/2003/2008)
o Raid technologies & hard disk partitions
o Networking (Protocols/OSI Layers/IP address)
o Operating systems knowledge (Windows 2000/XP/Vista/windows 7)
§ Blue screen of death
§ Boot sequence of windows OS
§ Troubleshooting OS related issues
Ø Basics knowledge on
o Back up & Storage Technologies
o Windows server crash dumps
2 – 7 years
TECHNICAL SUPPORT ENGINEER
Customer Service/ Call Centre/ BPO
Technical Support Executive ( voice)
ITES/ BPO/ KPO
1.80 – 4.70 lacs
Job Ref code
Contact:Audi Nivas, No.21(Old No11)
Chinnaih Street, T.Nagar
Chennai 600 017
Tel : +91 44 4260 5661/2/3
Fax: +91 44 4260 5664 URL: www.microland.com How to apply: Click here
Microland’s Technical Support offerings combine the best of BPO practices and complex infrastructure technology domain expertise. It is designed with pure-play focus on technology support, Microland specializes in storage, networking technology, PC’s and peripherals, mobility, system / application software and security solutions support.
Five things you should know about Microland:
1- Ranked #1 in Training amongst the Global RIMS Companies by the Black Book of Outsourcing in 2008.
2- Ranked #2 globally in the Consumer Tech Support services category by Black Book of Outsourcing.
3- ZERO customer loss in Tech Support Business since inception.
4- 90% of our managers in Tech Support are promoted from the associate level (level 1).
5- Microland’s Technical Support Services portfolio consists of Consumer Tech Support, Enterprise Tech Support & Help Desk Services.