Customer Support Engineer

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• Founded in 1994, ATSG is a global leader in transformational solutions as a service for today’s digital enterprise. Through ATSG’s service portfolio of Digital Infrastructure, Digital Workplace, Collaboration and Client Experience, and Cybersecurity offerings, ATSG provides Intelligent IT as a Service leveraging its comprehensive Ai2 automation platform. Headquartered in New York, NY, and with offices around the globe, ATSG digitally enables IT infrastructures for our clients and end-users by providing applications, infrastructure, and devices in a secure manner – via flexible, fully packaged, managed as-a-service offerings. We ensure that enterprises have a clear vision and implementation of the right tools and technologies to make their strategies a reality.

Job Summary:

The products being supported by this position are related to Cloud-Based Hosting. We are essential personnel working in a 7X24X365 environment providing technical support to a wide variety of large clients located globally. We provide fault isolation and problem resolution for complex problems that come directly from clients or are referred by other levels of technical support.

Responsibilities & Duties:

• Knowledge of Zoho ticketing system, trouble ticket policies, and procedures including escalations and measurements.
• Each agent using Zoho has to manage and keep each ticket updated which is assigned to him.
• Able to track ticket history.
• Able to create a report from Zoho ticketing portal.
• Upload and search Knowledge Base Articles on the Portal.
• Properly closed the ticket when the issue is resolved and the task assigned in the ticket has been completed.

Strong knowledge of Microsoft Windows Server & client end configuration, troubleshooting, and remote deployments, etc.

• Able to deploy Windows Active Directory.
• Having technical skills to troubleshoot and pull reports from Active Directory.
• Fully capable of applying Group policies.
• Able to install roles and features and fully aware of its uses.
• Can work on the File share server.
• Ability to Provision, manage, and maintenance of Windows Server 2012, 2016, and 2019.

Knowledge of Virtualization Technologies (ESXi, KVM & Hyper-Converged system).

• Manage VMware, KVM and Nutanix.
• Manage and maintenance of VM.
• Live migration.
• Sound knowledge of Clusters & Data Store.
• Resource Monitoring in the VM and Host level.

Basic Knowledge of Networking techniques including VPNs, subnetting, IPv4, DHCP.

• Able to create a VPN and troubleshoot it.
• Able to create Port Rules and troubleshoot it.

Strong Knowledge of TCP/IP networking, DNS, DHCP, LAN, WAN, and firewalls.

• Able to create and manage DNS & DHCP
• Able to handle and understand LAN & WAN techniques

Agent call for Support. Level 1 and Level 2.

• Greet customers on a call with the dinCloud customer support pitch.
• Able to attend Support calls.
• Take leads on calls on mission-critical issues.
• Response time while attending calls should be minimal.
• Must keep in mind the phone calls etiquettes.

Monitoring of Zabbix Alerts and Escalation to the concerned teams.

• Sound Knowledge of dinCloud infrastructure.
• Instant action in case of disaster situations like Host down or ISP down. Contact immediately to the concerned person and report the issue.
• Excellent English verbal and written skills.

Education & Experience:

Bachelors in Telecommunication, Computer Science or IT - 1 Year Experience.

Job Location: Islamabad

Job Timings: Pacific Standard Time

ATSG is an equal opportunity employer.