Technical Specialist - Tier 1 (Server)

Accountabilities

• • Troubleshoot and resolve critical, complex, and time-sensitive technical support issues for enterprise customers.
  • Provide remote technical assistance using remote desktop tools, phone, email, and other support channels.
  • Own customer issues through investigation and resolution, collaborating with internal technical and development teams when escalation is required.
  • Diagnose Windows Server issues involving event logs, crash and application dumps, networking, Windows Firewall, VSS, connectivity, name resolution, and system performance.
  • Reproduce customer issues in internal environments and conduct root-cause analysis, including identifying and documenting potential software defects.
  • Troubleshoot backup, recovery, storage, operating system, and hardware-related issues across enterprise environments.
  • Work independently and collaboratively to determine effective solutions while maintaining a strong focus on customer satisfaction.
  • Support customers operating remote, enterprise-level, and restricted or isolated environments.
  • Build and use technical labs and simulators to investigate scenarios and improve troubleshooting capabilities.
  • Contribute solutions, technical knowledge, and best practices to internal knowledge resources and online forums.
  • Manage multiple technical cases effectively, prioritizing work according to urgency, customer impact, and business requirements.

  Requirements

  • Bachelor’s degree in a relevant discipline or equivalent practical experience.
  • 3+ years of technical or customer support experience, preferably in enterprise environments.
  • Strong hands-on knowledge of Microsoft Windows Server administration and troubleshooting, including event logs, crash/application dumps, networking, Windows Firewall, and VSS.
  • Microsoft certifications such as MCP, MCSA, or MCSE are desirable.
  • Experience with Active Directory and recovery of Microsoft operating systems and applications.
  • Knowledge of networking fundamentals and troubleshooting connectivity, name resolution, and performance issues across operating systems and hardware.
  • Understanding of backup theory, backup design, data management, and recovery fundamentals.
  • Basic understanding of Linux.
  • Exposure to Microsoft SQL, clustering technologies, and SAN environments is highly desirable.
  • Experience with backup technologies such as Veritas, Symantec, Backup Exec, ShadowProtect, NetBackup, Networker, Avamar, Veeam, or TSM is an advantage.
  • Previous experience supporting enterprise environments and troubleshooting complex technical issues.
  • Strong customer service and relationship-building skills, with the ability to remain effective during high-pressure situations.
  • Excellent written and verbal communication skills, particularly for phone-based technical support.
  • Strong multitasking, prioritization, analytical, and problem-solving abilities.
  • Collaborative mindset with the ability to work effectively both independently and as part of a distributed team.

  Benefits

  • Continuous professional development and ongoing product training.
  • Structured career development and career-pathing opportunities.
  • Annual health check-ups.
  • Tuition reimbursement.
  • Personal accident insurance coverage.
  • Term life insurance coverage.
  • Inclusive workplace culture with opportunities to participate in employee community groups and initiatives.
  • Exposure to enterprise-level technical challenges and opportunities to develop expertise in server, backup, networking, and data management technologies.