Responsibilities?Encourage Agents to take cases, manage timeliness and follow ups ? You will take ownership of escalated cases ?
Handle DSAT customer follow ups ? Monitor escalation rate ? Handle and solve cases ? Approve escalations before it is sent to Backline ?
Share knowledge and best practices Skills Required ? 2 to 3 years experience in Technical Support ? Strong knowledge of Linux / UNIX and Windows Server ?
Familiarity with shell scripting ? Strong understanding of administration (user accounts, permission models, access control) ?
Knowledge of Widows Registry, File system, Windows Client, Windows OS, user profiles and security and server-based software.
Network protocols, Switches, Hubs etc? ? Ability to debug, how to read debug and what it means.
mechanisms involving local snapshots ? Virtualization concepts