SKILLS and QUALIFICATIONS
• Proficient in using computer programs and applications and multi operating
System, Windows, MAC , Linux.
• Experience in implementing IT business systems (Enterprise Resource Planning
and Customer Relationship Management)
• Experience in Manage Service
Provider, Windows Server and Active Directory Management
•Experience in managing Multi-Factor Authentication (MS Azure Active
Directory, Google Authenticator and WatchGuard)
•Experience managing Cloud Service Provider B2B SaaS product implementations (AWS EC2 and RDS, Microsft365, Zendesk, and Jira)
• Experience using cloud-based
machine data analytics (Sumo Logic)
• Experience using RMM tools (N-able, Windows Server RDS and AWS Fleet Manager)
•Experience in Remote Desktop Software (BeyondTrust, TeamViewer, Citrix DaaS,
LogMeIn Rescue)
• Experience in Citrix Workspace App (XenDdesktop and XenApp)
• Experience in VPN (Cisco AnyConnect and Zscaler)
• Experience in Data integration and implementation (API)
• Experience using programming languages (PHP, Javascript, CSS, HTML, MySQL)
• Experience and demonstrated ability to define requirements, develop project
plans, manage project deadlines, and report on post-project success and gap analysis
• Strong problem solving and analytical/technical skills.
• Ability to manage multiple tasks and projects, set priorities and deliver results.
• Ability to perform under pressure and meet deadlines
• Exemplary communication skills (persuasive written, compelling oral)
• Flexible and resourceful.
• Open to working different shifts to accommodate customer time zone (e.g. APAC
or North America Hours)
DAY TO DAY ROLE
• Root cause analysis of client concerns utilizing our online web-based & mobile applications
• Handle ticket intake and escalations and other ticket related responsibilities
• Identifying problem tickets and associating to see actual info (quickly identify trends)
• Collaborate with Developers/Data Engineers
• Triaging and investigating bugs and test tickets
• Establish troubleshooting procedures to help support personnel and end users
interact properly with the applications/products (Knowledge Base Documentation)
• Answer product questions from other members of the team
• Software Testing
Verified
