Technical Support Specialist

We can offer you - Varied and demanding missions - A secure job within a growing company - An excellent working atmosphere - Flat hierarchies and opportunities for personal and social development
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 The position will involve the following areas of responsibility:

  • Handling level 2-3 support cases, working directly with Nexus customers, partners and Sales Engineers.
  • Providing 24/7 Offsite and Onsite Support to the Priority Customers of Nexus.
  • Providing On –Call onsite support in case of escalation.
  • Providing Monthly Onsite visits to the existing customer.
  • Installing and configuring the Nexus Software suites and applications.
  • Resolving escalated customer complaints without the need for team lead intervention.
  • Escalating customer’s technical product issues to the Nexus Engineering department and working with them to achieve a resolution.
  • Assessing the customer’s technical environment and requirements while managing expectations and following through on solutions or consulting on deployments.
  • Be proactive with all the latest technologies concerning Nexus products and the underlying technologies and disseminate this knowledge to the other engineers.
  • Escalate IT issues to the IT Manager where necessary.
  • Documenting troubleshooting and problem resolution steps.
  • Contribute to the Nexus knowledgebase, writing guides, technical how-to articles, etc.
  • Participation in providing training to customers as required
  • Undertake small to medium-sized IT projects as whenever instructed.
  • Reporting bugs to Product Management when reported/discovered.
  • Analyzing Support case trends and customer requirements while working with the Product Teams to help enhance the product..

 Other

  • Provide assistance and support to colleagues in IT-related matters
  • Work extra hours to meet deadlines, as required and where reasonable
  • Provide assistance as required to the TAM’s and AM’s
  • Ensure that a high level of customer service and support is provided to all external customers.
  • Representation of Nexus to customers, prospects, partners and at professional events

Required Skills:

  • Minimum 5 years of high-level Technical experience working with Security or Network related products.
  • Excellent Customer Support skills coupled with a Degree and equivalent experience.
  • Certifications and Diploma’s are an Add-on.
  • Direct knowledge of Information Security and Network Architecture concepts.
  • Hands-on Experience with Key Identity Management concepts and Technologies
  • Knowledge in Cryptography, PKI, Digital Signatures.
  • Knowledge in SSL, IPSec VPN, Two Factor Authentication, OATH.
  • Hands on experience with Microsoft Windows Server 2012, 2016 operating systems.
  • Experience with Unix and Linux Operating systems.
  • Software Development Experience is an Add-On.
  • Basic Knowledge of Programming languages like C,C++, JAVA, .NET
  • Solid experience working with Internet Security and Networking Technologies such as TCP/IP, HTTP, Load balancers, Proxies and Firewalls and experience with Relational Databases ( MsSQL, Oracle, MySQL, DB2).
  • Exposure to Java, JSP, Servlets, jQuery.
  • Highly motivated with the ability to work independently and in a team environment.
  • Well-organized with the ability to multi-task and prioritize with minimal supervision
  • Excellent problem solving skills with a strong sense of customer commitment.
  • Excellent communication (written and verbal) and interpersonal skills.
  • Ability to understand and communicate concepts quickly, succinctly and accurately.
  • Demonstrated aptitude for mastering new software applications.

 

Or, know someone who would be a perfect fit? Let them know!

Mumbai

Bandra Kurla Complex
400051 Mumbai Directions View page

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