Job Description
We are seeking a highly skilled and experienced Troubleshooting Expert to join our team. As a member of our support team, you will be responsible for troubleshooting complex technical issues and providing exceptional customer service.
Your primary goal will be to identify and resolve technical problems in a timely and efficient manner, ensuring that our customers receive the highest level of support possible.
You will work closely with internal teams to diagnose and resolve issues, and provide proactive solutions to prevent future problems.
In this role, you will have the opportunity to work on a wide range of technical issues, from database management to web development. You will be responsible for documenting your solutions and sharing your knowledge with the team.
About the Role:
* Troubleshoot complex technical issues using Chrome Developer Tools and other diagnostic tools.
* Analyze web applications, review network requests, and debug front-end issues.
* Conduct API testing and validation using Postman or cURL.
* Diagnostics IIS and SSL using Windows Application Servers.
* Configure and troubleshoot Windows ADFS Servers.
* Assist customers with database backups, migrations, and SQL troubleshooting using SQL Server Management Studio (SSMS).
* 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.
Required Skills and Qualifications
To be successful in this role, you will need:
Technical Requirements:
* Minimum 8+ years of customer support experience.
* Strong understanding of support operations and troubleshooting methodologies.
* Ability to solve problems efficiently in a fast-paced environment.
* Self-starter with the ability to work with minimal guidance.
* Confident in delegating tasks and providing peer guidance.
* Excellent verbal and written communication skills.
* Strong documentation and organizational abilities.
* Data analysis skills (reports, dashboards, and metrics).
Benefits
We offer a comprehensive benefits package, including:
Professional Development:
* Ongoing training and education opportunities.
* Access to cutting-edge technology and tools.
* Collaborative and supportive team environment.
Work-Life Balance:
* Flexible scheduling to accommodate individual needs.
* Opportunities for remote work.
Others
We are an equal opportunities employer and welcome applications from diverse candidates.
Please note that only shortlisted candidates will be contacted for an interview.