Job Description
Attend the customer's telephone calls, emails, tickets & chats
Get the customers technical issue details, understand the issue
first
Work on the issue and get a solution on SLA time
Get back to the customer and inform the update or status
In case the issue is not resolved on your shift time, handover
the matter to the next shift person to continue troubleshoot the
issue
If the matter is major and solution will take more time, escalate
the matter to team Manager and escalate it on the
[Confidential Information] ID
Start a bridge call in case of any major issues or down time to
discuss and plan the next steps
Do the daily maintenance of the email servers, check the
queues, Spamming on the server and the IP reputation of the
servers
Work on IIS 6, create websites, troubleshoot on the web site
related issues
Work on FTP 6, create ftp accounts, set permissions, trouble
shoot the FTP related issues
Work on IIS 7/7.5, create websites, troubleshoot on the web
site related issues
Work on FTP 7/75, create ftp accounts, set permissions,
trouble shoot the FTP related issues
Work on MDaemon mail servers,. Create mailboxes, edit mail
boxes, troubleshoot the mail flow related issues
Work on Smartermail mail servers,. Create mailboxes, edit mail
boxes, troubleshoot the mail flow related issues
Work on windows SMTP, check the mail flow and troubleshoot
the mailing related issues
Work on DNS servers, create DNS zones, create DNS records
Work on barracuda spam filtering system, create domains,
whitelist domains and mail ids, blacklist domains and mail ids,
check the mail flow, troubleshoot the mail flow related issues
Work on SMX spam filtering system, create domains, whitelist
domains and mail ids, blacklist domains and mail ids, check the
mail flow, troubleshoot the mail flow related issues
Work on Spam Experts spam filtering system, create domains,
whitelist domains and mail ids, blacklist domains and mail ids,
check the mail flow, troubleshoot the mail flow related issues
Create technical solutions for Dedicated Server clients such as
upgrade and migration plans
Log Microsoft Support request for major escalations and
provide resolution and recommendations on the same.(Prior
approval from Manager is needed)
Working with and troubleshooting all of the following, including,
but not limited to: SMTP, SNMP, SNTP, POP, FTP, SSL,HTTP,
HTTPS, telnet, SFTP, DNS, RDP, TCP, ICMP, and UDP.
Configure exchange domains and mailboxes for XcellHost
Domains
Keep track of Spam Filtering System and coordinate the same
with Secure MX Support team.
Timely Review & updating of spam ratio to vendors.
Configure and edit Lync accounts
Configure new teams and accounts in Kayako.
Assist clients with the following technical tasks:
oSetting permissions
oResetting passwords (FTP, FrontPage, Email, Stats, SQL)
oClient side email configuration
oClient side FTP configuration
oWork with and troubleshoot FrontPage Extensions.
oControl Panel
oDomain and Hosting Renewals
