Roles & Responsibility:
- Handling Technical Support Calls & Tickets
- Resolving issues – Remote Access, Phone Support, etc.
- Performing Installation & Configuration of IceWarp, MySQL,SSL, Linux & Windows Server OS
- Monitoring Servers (IceWarp, MySQL, etc)
- Performing Migration
- Handling Presales queries (L1/L2)
- Handling important/urgent calls during non-office hours
- Providing Support during Emergency as required (Off hours)
- Should Handle atleast 30 Tickets per month when in support role
- Should handle atleast 4 implementations in a month
- Handle escalation from Customer (as per escalation matrix)
Key skills: Messaging Administrator, Windows server, Linux server, System Administrator
Knowledge Required:
- Administration of Windows
- Administration of Linux (CentOS, Debian, Ubuntu)
- Network level skills
- Email protocols (SMTP, POP3, IMAP)
- MS SQL Server, MySQL Server (Installation, configuration, fine tune,
- backup restore, query execution, troubleshooting)
- Experience with ActiveDirectory and LDAP.
- Experience with the administration of mail server
- MS Exchange/Lotus
- Domino/Postmaster/Zimbra/Mdaemon
- Virtualization (VMWare, HyperV)
- Knowledge in SSL Certificates
- Knowledge of helpdesk/ticketing system (Kayako/Zendesk)
- Technical understanding (Systems, Database, Networks)
- Very Good communications skills – English, written & spoken
- High customer orientation, communication strength, team ability
- Self-initiative / motivation / willingness to learn
- 5+ years of experience in the same domain
