Support Engineer Job in Mumbai at Sectona Technologies

Sectona Technologies is hiring for the role of Support Engineer!

Responsibilities of the Candidate:

• Provide well-thought-out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the Sectona products.
• Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root causes, and issue resolution.
• Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience.
• Serve as an internal and external point of contact on customer issues and ensure they are resolved as expediently as possible.
• Collect information and document bugs with Engineering for product issues that are impacting customers.
• Provide feedback to the training and documentation organization so that common or emerging issues can be addressed before they become serious or widespread.
• Create process or troubleshooting documentation in the support knowledge base.

Requirements:

• B.Sc (CS)/ B.Sc. (IT)/ IT Diploma
• 1.5-2+ years experience in Support Engineering/ Customer Support/ Technical support/ System administration or related customer-facing roles. Freshers are encouraged to apply.
• Expertise in core Microsoft product stack, including Windows Server, Windows Workstation, Active Directory, DNS, DHCP, Group Policies, and IIS.
• Experience with VMWare virtual environments, AWS Cloud Services, or Microsoft Azure Platforms is preferred.
• Advanced troubleshooting & technical escalation management.
• Implement, Operate, and provide L2 Support for PAM solutions.
• Demonstrate an understanding of risk management, security policies, and controls, user account life-cycle management, and role-based access.
• Ability to learn new technologies quickly.
• Excellent relationship management, customer service, and communication skills in a variety of forms (written, live chat, conference calls, in-person.)
• Ability to work independently with little direct supervision and as a part of a team.
• Ability to remain calm, composed, and articulate when dealing with tough customer situations.