Technical Support Specialist
Job Description
The ideal candidate will be a highly skilled technical support specialist responsible for delivering exceptional customer service and resolving complex technical issues in a timely manner.
Key Responsibilities
* Provide technical assistance via phone, email, and chat to customers experiencing software or hardware related issues.
* Troubleshoot and diagnose problems using advanced technical knowledge and analytical skills.
* Collaborate with cross-functional teams to resolve complex issues that require collaboration with development and services teams.
* Document and submit solutions to the knowledge base with complete technical and procedural details.
* Close cases with accurate and comprehensive resolution documentation.
* Participate in proactive system health checks, monitoring server performance metrics and application uptime indicators.
Technical Troubleshooting Responsibilities
* Use Chrome Developer Tools (Inspector) to analyze web applications, review network requests, debug front-end issues, and identify JavaScript or API failures.
* Perform API testing and validation using tools such as Postman or cURL.
* Conduct IIS and SSL diagnostics to investigate and resolve issues on Windows Application Servers.
* Configure and troubleshoot Windows ADFS Servers and perform remote diagnostics via VPN, RDP, or similar tools.
* Assist customers with database backups, migrations, and SQL troubleshooting using SQL Server Management Studio (SSMS), write scripts, stored procedures, and queries.
* Utilize network tracing tools (e.g., Wireshark, Fiddler) to diagnose connectivity, latency, or certificate-related issues.
* Perform log analysis across web, application, and system logs to identify root causes of performance or access issues.
Requirements
* Bachelor's degree in Computer Science or related field.
* Minimum 3 years of experience in a technical support role.
* Strong understanding of Windows operating systems, Microsoft SQL Server, and .NET framework.
* Excellent communication and interpersonal skills.
* Able to work effectively in a fast-paced environment and adapt to changing priorities.
Benefits
* Competitive salary and benefits package.
* Opportunities for professional growth and development.
* Collaborative and dynamic work environment.
Others
* Valid driver's license.
* Ability to travel occasionally.