1. Respond to technical tickets and providing support related to the Network products including Droplet’s network configurations, Load Balancer, Cloud Firewalls, Domains and DNS, VPC & IPv6 through Salesforce.
2. Troubleshooting Linux systems (Ubuntu & CentOS), Apache, Nginx, MySQL & WordPress
3. Contributing to the ongoing network related projects.
4. Participating in development of client training programs by identifying learning issues; recommending instructional language and application troubleshooting.
5. Working both collaboratively and independently within a team setting as well as with other
Engineering teams.
6. Running Incident management and Escalations using leveraging the tools like JIRA.
7. Creation of new and updates to the existing products playbooks on Confluence.

➢ Providing technical support for flagship product (Multichannel Order Management software) over emails, phone calls and the mandatory trainings.
➢ Support of various eCommerce platforms that integrate with the product like Magento, Shopify and eBay.
➢ Participating in development of client training programs by identifying learning issues; recommending instructional language
➢ Maintaining product knowledgebase articles over on Confluence and creating development related cases on JIRA when required.
➢ Managing the websites which are being hosted on AWS account of organization.

➢ Working with MSSQL in troubleshooting information regarding to the reported issue, installing updates on SQL server.

Job Duties:

• Hands on Experience in deployment and management of Server 2012 R2, 2016. Including Active Directory, Exchange, Skype for Business, Hyper V and SharePoint.
• Evaluate the Microsoft windows network, active directory and LAN/WAN devices and software solutions on client’s platform through remote sessions.
• Deployment and integration of MachPanel Control Panel and integrating Microsoft services on it i.e. Active Directory, Exchange, Skype for Business, Hyper V, SharePoint & CRM.
• Managing Live Chat and ticketing system and providing training regarding the product to clients.
• Makes detailed reports on the performance of the network and notes of any failure or troubleshooting, which occur.

Responsibilities:

• IT technical support for day-to-day operations. Implemented workstation backup and recovery plan.
• Evaluate the Microsoft windows network, active directory and LAN/WAN devices and software solutions.
• Helping and managing internal users with network and hardware problems.
• Makes detailed reports on the performance of the network and notes of any failure or troubleshooting, which occur.
• Oversee all computers, telecommunications, and systems of contact center setup support, supervise team of help desk and desktop services personnel.
• Established standardized configuration management process for all PC images.
•VOIP phones installation and configuration