Job Description

Designation xe2x80x93 Technical Support/Implementation
Roles & Responsibility:
I. Handling Technical Support Calls & Tickets
II. Resolving issues - Remote Access, Phone Support, etc.
III. Performing Installation & Configuration of IceWarp, MySQL,
SSL, Linux & Windows Server OS
IV. Monitoring Servers (IceWarp, MySQL, etc)
V. Performing Migration
VI. Handling Presales queries (L1/L2)
VII. Handling important/urgent calls during non-office hours
VIII. Providing Support during Emergency as required (Off hours)
IX. Should Handle atleast 30 Tickets per month when in support role
X. Should handle atleast 4 implementations in a month
XI. Handle escalation from Customer (as per escalation matrix)Key skills: Messaging Administrator, Windows server, Linux server, System AdministratorKnowledge Required:
a) Administration of Windows
b) Administration of Linux (CentOS, Debian, Ubuntu)
c) Network level skills
d) Email protocols (SMTP, POP3, IMAP)
e) MS SQL Server, MySQL Server (Installation, configuration, fine tune,
backup restore, query execution, troubleshooting)
f) Experience with ActiveDirectory and LDAP.
g) Experience with the administration of mail server
MS Exchange/Lotus
Domino/Postmaster/Zimbra/Mdaemon
h) Virtualization (VMWare, HyperV)
i) Knowledge in SSL Certificates
j) Knowledge of helpdesk/ticketing system (Kayako/Zendesk)
k) Technical understanding (Systems, Database, Networks)
l) Very Good communications skills - English, written & spoken
m) High customer orientation, communication strength, team ability
n) Self-initiative / motivation / willingness to learn
o) 5+ years of experience in the same domain

Angel & Genie