Job Description
Technical Support Analyst - II
Exp- 2 to 5years
Np- 15days to
About the role:
Interact with the Trellix customers via phone/email and by demonstrating the highest
level of urgency to resolve customer issues in timely manner.
Provide remote support on Trellix products such as ePolicyOrchestrator, Trellix Agent, TIE and DXL etc. and resolve product related issues during POC & post-deployment phase, through research and troubleshooting.
Debugging system level problems in a multi-vendor, multi-protocol network environment with high- level technical expertise on complex issues.
Work closely with the Advanced Support team, product engineering team, product management team to resolve critical issues.
Evaluate the criticality, severity of the issues, and ensure that they are addressed as per the priority.
Work closely with the Sales teams, to identify the high visibility customers, and address their issues with priority.
Document all technical issues, analysis and communication with the customer and ensure a crystal-clear documentation.
About you:
Strong customer-focus and problem-solving attitude.
Act as a Single point of contact for each Customer reported Incident (manage, troubleshoot, resolutions). Handle the Service Requests from cradle to grave & with minimal supervision.
Excellent verbal, written communication & Strong documentation skills.
Understanding of Operating System, Active Director and other server roles, Hardware and associated Diagnostics, TCP/ IP, DNS, SMTP, HTTP/HTTPS, SSL.
Knowledge of Linux and Linux troubleshooting techniques will be added advantage.
Good knowledge of handling high demanding ?system down? situations ? this role will be handling high severity cases.
Ready to work in 24/7 support center
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