112 IT Professionals jobs in Visakhapatnam

• Lead, mentor, and manage a team of technical support specialists, fostering a high-performance culture.
• Develop and implement efficient workflows and procedures for the technical support function.
• Oversee the resolution of complex technical issues, ensuring timely and satisfactory outcomes for customers.
• Monitor support ticket queues, assign tasks, and ensure service level agreements (SLAs) are met.
• Act as a point of escalation for difficult customer issues, providing expert guidance.
• Train and onboard new support team members, ensuring they are equipped with the necessary knowledge and skills.
• Create and maintain comprehensive documentation, including knowledge base articles, FAQs, and troubleshooting guides.
• Analyze support trends and customer feedback to identify areas for product and service improvement.
• Collaborate with product development and engineering teams to report and resolve software bugs and feature requests.
• Contribute to the development and delivery of customer support training programs.
• Manage the performance of the support team through regular feedback and performance reviews.
• Ensure the effective use of support tools and technologies.
• Champion a customer-centric approach within the support team.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 4 years of experience in technical support or helpdesk roles, with at least 2 years in a leadership or supervisory capacity.
• Proven experience managing and motivating remote teams.
• Strong technical aptitude and ability to troubleshoot complex software and hardware issues.
• Excellent understanding of ticketing systems (e.g., Zendesk, ServiceNow) and CRM software.
• Exceptional communication, interpersonal, and problem-solving skills.
• Ability to prioritize tasks, manage time effectively, and work under pressure.
• Familiarity with remote collaboration tools (e.g., Slack, Zoom, Asana) is essential.
• Experience in developing support documentation and knowledge bases.
• A customer-first mindset and a passion for delivering outstanding service.
• Experience in the (mention specific industry if relevant, e.g., SaaS, Fintech) sector is a plus.

• Provide technical support and troubleshooting for hardware, software, and network issues via phone, email, and chat.
• Diagnose and resolve technical problems in a timely and efficient manner.
• Guide users through step-by-step solutions and provide clear instructions.
• Document all support interactions, issues, and resolutions in a ticketing system.
• Escalate complex technical issues to appropriate senior support staff or development teams.
• Maintain a knowledge base of common issues and solutions.
• Assist with the installation, configuration, and maintenance of software and hardware.
• Proactively identify potential technical problems and recommend preventative measures.
• Stay up-to-date with the latest technologies and support procedures.
• Ensure a high level of customer satisfaction by providing professional and courteous support.

• High school diploma or equivalent; Associate's or Bachelor's degree in Information Technology or a related field is a plus.
• Proven experience in a technical support role or helpdesk environment.
• Strong knowledge of operating systems (Windows, macOS, Linux), common software applications, and troubleshooting techniques.
• Familiarity with basic networking concepts (TCP/IP, DNS, DHCP).
• Excellent problem-solving, analytical, and critical-thinking skills.
• Outstanding verbal and written communication skills.
• Patience and empathy when interacting with users.
• Ability to work independently and manage time effectively in a remote setting.
• Experience with remote support tools and ticketing systems is preferred.

• Leading and mentoring a team of technical support engineers, fostering a collaborative and high-performance environment.
• Overseeing daily support operations, ensuring timely and effective resolution of customer inquiries and technical issues.
• Developing and implementing support processes, workflows, and best practices to enhance customer satisfaction.
• Acting as a primary escalation point for complex technical problems, troubleshooting, and diagnosing issues across the product suite.
• Collaborating with product development and engineering teams to identify root causes of recurring issues and drive product improvements.
• Creating and maintaining technical documentation, knowledge base articles, and training materials for both internal teams and customers.
• Monitoring key support metrics (e.g., response times, resolution rates, customer satisfaction) and reporting on performance to management.
• Ensuring adherence to service level agreements (SLAs) and maintaining high standards of customer service.
• Providing hands-on technical support to customers when necessary, demonstrating deep product knowledge.
• Participating in the hiring and training of new support team members.

• Lead, mentor, and manage a remote technical support team.
• Oversee daily support operations, ensuring efficient ticket management and resolution.
• Provide Tier 2 and Tier 3 technical support for complex customer issues.
• Develop and maintain comprehensive knowledge base articles and FAQs.
• Train new support team members and conduct ongoing training sessions.
• Monitor customer satisfaction metrics and implement strategies for improvement.
• Collaborate with product and engineering teams to address software bugs and feature requests.
• Identify trends in support tickets and recommend product enhancements.
• Ensure adherence to service level agreements (SLAs).
• Manage escalations and critical customer incidents.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 4 years of experience in technical support, with at least 1-2 years in a lead or supervisory role.
• Strong knowledge of operating systems, software applications, and hardware troubleshooting.
• Excellent problem-solving and analytical skills.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Experience managing remote teams and utilizing remote collaboration tools.
• Familiarity with CRM and ticketing systems (e.g., Zendesk, ServiceNow).
• Ability to work under pressure and manage stressful customer interactions effectively.
• Experience in developing training materials and knowledge bases.

• Provide first-level technical support to customers via phone, email, and chat.
• Diagnose and troubleshoot software and hardware issues reported by users.
• Guide customers through step-by-step solutions to resolve technical problems.
• Escalate complex issues to higher-level support teams when necessary.
• Document all support interactions, troubleshooting steps, and resolutions in the ticketing system.
• Maintain a knowledge base of common issues and their solutions.
• Assist in testing new software releases and provide feedback on usability.
• Educate customers on product features and best practices.
• Proactively identify trends in customer issues and report them to the development team.
• Ensure customer satisfaction by providing timely and effective support.
• Stay up-to-date with product updates and new technologies.
• Adhere to support service level agreements (SLAs).

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• 1-3 years of experience in a technical support or customer service role.
• Strong understanding of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
• Excellent troubleshooting and problem-solving skills.
• Proficiency in using helpdesk software and ticketing systems.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly and patiently.
• Customer-centric attitude with a commitment to providing outstanding service.
• Ability to work effectively in a hybrid environment, managing time between office and remote work.
• Familiarity with (mention specific software/hardware if applicable, e.g., cloud platforms, CRM systems) is a plus.
• Ability to work independently and as part of a team.

• Provide prompt and effective technical support to customers via various channels, including email, chat, and phone.
• Diagnose, troubleshoot, and resolve hardware, software, and network issues reported by users.
• Guide users through step-by-step solutions to complex technical problems.
• Document all support interactions, troubleshooting steps, and resolutions in the helpdesk system.
• Escalate unresolved issues to appropriate internal teams or senior support staff.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Identify recurring technical issues and provide feedback to product development teams for improvement.
• Ensure a high level of customer satisfaction by delivering timely and effective support.
• Stay up-to-date with product updates and technical advancements.
• Adhere to service level agreements (SLAs) and company support policies.

Overview

As part of a Global Customer Technical Support team, this team provides post-sales support to Customers and Partners globally. Supporting the customer / partner is done through diagnosis and troubleshooting software and hardware problems and aiding with the product applications and/or use cases. Communicate with customers /partners by listening to and understanding the reported problem, and able to clearly explain basic technical information to the customers over the phone and via email. Part of a weekend on-call rotational schedule once deemed capable.

Responsibilities

• Communicating with customers by listening to and understanding their problem, then clearly explaining detailed technical information
• Asking customers targeted questions to quickly understand the root of the problem
• Diagnosing & troubleshooting technical issues in an expedient manner
• Tracking issues through to resolution, within agreed time limits
• Escalating unresolved issues to the appropriate next level / internal teams
• Providing prompt and accurate feedback to customers
• Referring to internal database or external resources to provide technical solutions
• Leading troubleshooting & brainstorming discussions
• Delivering workshops to both local and global teams - customer presentations to senior technical personnel and management
• Ensuring all issues are properly logged – following case management process
• Prioritizing and managing several open issues at one time
• Following up with customers to ensure their systems are fully functional after troubleshooting, and a solution has been provided
• Identifying areas of improvement whether in processes, procedures, or tools
• Documenting technical knowledge in the form of knowledge base articles and/or submitting documentation opportunities
• Creating and delivering product knowledge sharing sessions to the respective regional team
• Communicating with Sales Team to ensure timely updates for any critical issue
• Working with the Engineering team to assist with documentation
• Performing activities (reproducing the issue when required)

Qualifications

Knowledge and Skills

• Required

• Understanding of networks
• CCNA or equivalent knowledge
• 4G-5G
• AAA
• Any of the following certifications: CCNA, MCSE, Cloud, and/or RedHat
• Deep knowledge of supported Linux/Unix operating systems. Able to troubleshoot, analyze and configure the OS and its features and roles.
• Deep knowledge of product software and hardware. Can use scripts/tools to aid in troubleshooting. Knowledge of identified bugs in running firmware version.
• Advanced understanding and experience of networks, firewalls, protocols.
• Knowledge in tracing and troubleshooting high-level protocols and traffic
• Extensive understanding and experience of virtualization & cloud concepts, properties, and technology, as well as detailed skills in major industry standard technology specifics. Knowledge of models like SaaS, PaaS and IaaS.
• Good understanding of technology infrastructure, security concepts and platforms
• Strong understanding of networking (specifically IP related technologies)
• Good understanding of virtualization & cloud concepts
• Able to install, configure, and/or operate network equipment such as Cisco, Juniper, or other network hardware manufacturers
• Scripting and some programming
• Ability to configure and troubleshoot problems - logical thought process
• Good problem solving investigative and multi-tasking skills
• Ability to communicate with customers presenting technical information either verbally or in written format
• Focus to detail and can follow defined processes/procedures
• Technical acumen and able to identify when escalations are required
• Autonomy – increases technical knowledge by attending self-studies to bring value to the organization
• Organization and prioritization abilities
• Good computer skills in MS Office

• Desired
• Subject Matter Expertise in 1-3 areas relative to AppLogic Networks product
• Great collaborator
• Good CSAT and customer feedback

Work Experience, Education and Certifications

• Minimum of 3+ year experience in a technical role aligned to the same field with customer support experience KVM Experience
• Ideal candidate would have served as a developer in prior roles and have a deep understanding of modern, highly scalable architectures leveraging the latest technologies including NET/C#, Restful APIs, micro-services, cloud computing etc.
• Bachelor’s degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification or a diploma from a technical institute
• Education may be substituted for proven work experience for 5+ years as a Technical Support Engineer in a similar field