85 Network Support jobs in Kochi

• Provide first-level technical support to customers via email, chat, and phone.
• Diagnose and resolve software application issues and technical problems.
• Guide users through product features, troubleshooting steps, and best practices.
• Escalate unresolved issues to appropriate internal teams (e.g., Tier 2 support, development).
• Document all support interactions, resolutions, and customer feedback in the ticketing system.
• Maintain a high level of customer satisfaction by providing timely and effective solutions.
• Create and update support knowledge base articles and FAQs.
• Identify recurring issues and provide feedback to product development teams.
• Stay up-to-date with product updates and new releases.
• Adhere to service level agreements (SLAs) for response and resolution times.
• Collaborate with team members to share knowledge and improve support processes.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• 2+ years of experience in technical support or customer service roles, preferably in software.
• Proficiency in troubleshooting software applications and operating systems (Windows, macOS).
• Experience with helpdesk ticketing systems (e.g., Zendesk, ServiceNow).
• Excellent written and verbal communication skills.
• Strong problem-solving and analytical abilities.
• Ability to explain technical concepts clearly to non-technical users.
• Customer-focused mindset with a passion for service excellence.
• Self-motivated and able to work independently in a remote setting.
• Team player with good collaboration skills.

• Provide expert-level technical support for hardware, software, and network issues.
• Diagnose, troubleshoot, and resolve complex technical problems reported by customers.
• Respond to support requests within defined service level agreements (SLAs).
• Document all support activities, resolutions, and customer interactions in the ticketing system.
• Collaborate with development and QA teams to identify, replicate, and resolve product defects.
• Create and maintain technical documentation, knowledge base articles, and user guides.
• Conduct remote troubleshooting sessions with customers, guiding them through complex procedures.
• Identify trends in customer issues and provide feedback to product management and engineering teams.
• Train and mentor junior support staff on technical issues and best practices.
• Stay up-to-date with the latest technologies and product updates.
• Manage customer escalations and ensure timely resolution of critical issues.
• Contribute to the improvement of support processes and tools.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 3-5 years of experience in a technical support role.
• Proficiency in diagnosing and resolving issues with operating systems (Windows, macOS, Linux).
• Strong understanding of networking concepts (TCP/IP, DNS, DHCP).
• Experience with scripting languages (e.g., Python, PowerShell) is a plus.
• Excellent problem-solving, analytical, and troubleshooting skills.
• Superb communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Experience with remote support tools and ticketing systems (e.g., Jira, Zendesk).
• Ability to work effectively in a **hybrid** environment, demonstrating both on-site collaboration and remote work efficiency.
• Certifications such as CompTIA A+, Network+, or similar are highly desirable.

About the role:

The role involves providing L1 and L2 support by monitoring and resolving infrastructure and application alerts using tools like SolarWinds and New Relic. The candidate will coordinate with cross-functional teams, analyze logs and transactions, and ensure timely issue resolution and stakeholder communication. A background in E-Commerce, Telecom, Enterprise IT, or Banking is preferred, with basic knowledge of operating systems, databases, and monitoring tools. Strong communication skills, attention to detail, and willingness to work in night or weekend shifts are essential.

Job qualification:

Bachelor's degree in engineering/computer science with

technical understanding and experience.

• MCA in IT or Computers
• BTech or BE or MTech from non-IT & Computers stream
• BTech or BE or MTech IT or computers but do not want to get in coding and testing of IT

Experience & Technical details:

• Minimum 2+ years of experience in E-Commerce/Telecom/Enterprise IT / Banking industry
• Monitor scheduled alerts (infra & application) on mails or via system like solarwinds, new relic etc
• Once alert is received on basis of criticality connect with right teams over email or chat
• Follow up with teams through the alert while it gets fixed
• Communicate to stake holder until issue is fixed
• Optimize the alerts on continuous basis to avoid unwanted and unnecessary alerts
• Maintaining and updating technical documentation and SOPs
• Attention to detail, a proactive approach while working on alerts
• Complete ownership of L1 and L2 support
• Understanding the functioning of the system.
• Collaborating with other verticals.
• To check/Analyze the transactions and logs and device settlements.
• Monitor process and software changes that impact production support
• Experience in providing L2 level support to customers (medium to large).
• Experience in analysis application logs for errors and corrections.
• Understanding and exposure to DB (Oracle, Mongo DB, Sql) will be added advantage.
• Knowledge on Python, selenium tools for automation will be added advantage.

Technical experience for role:

• Basic understanding of operating systems
• Basic understanding of server, client, network, storage & backup
• Basic understanding of monitoring tool, knowledge in relational database, Linux, UNIX, Java, C++
• Basic knowledge of HTML, Website development will be an added advantage
• Familiarity with Agile/Jira/Scrums is good to have

Interpersonal skills for role:

• Good verbal & written communication in English
• Willing to work in night and weekend shifts
• Ability to work under pressure and should be a team player
• Good grasping, Willing to work in support, right attitude toward work

Remote First-Culture:

In 2020, Cimpress adopted a Remote-First operating model and culture. We heard from our team members that having the freedom, autonomy and trust in each other to work from home and, the ability to operate when they are most productive, empowers everyone to be their best and most brilliant self. Cimpress also provides collaboration spaces for team members to work physically together when it's safe to do so or believe in office working will deliver the best results. Currently we are enabled to hire remote team members in over 20 US States as well as several countries in Europe: Spain, Germany, UK, Czech Republic, the Netherlands and Switzerland.

About Us:

Led by founder and CEO Robert Keane, Cimpress invests in and helps build customer-focused, entrepreneurial mass customization businesses. Through the personalized physical (and digital) products these companies create, we empower over 17 million global customers to make an impression. Last year, Cimpress generated $2.88B in revenue through customized print products, signage, apparel, packaging and more. The Cimpress family includes a dynamic, international group of businesses and central teams, all working to solve problems, build businesses, innovate and improve.

More information about the organization can be found in the below link:

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