Job Description

The Technical Assistance Center team is looking for a few good Technical Support professionals
who are ready for the challenges, the responsibilities, and the rewards that come with working in a
fantastic, high-energy, fast-paced, work environment. The products being supported by this position
are related to Cloud Based Hosting. The system utilizes various technologies such as Microsoft
Servers, IP, Linux, Mysql database, and internal apps Technologies. We are essential personnel
working in a 7X24X365 environment providing technical support to a wide variety of large clients
located globally. We provide fault isolation and problem resolution for complex problems that come
directly from clients or are referred by other levels of technical support.

Position Requirements & Environment:

 Knowledge of Zoho ticketing system, trouble ticket policies and procedures including
escalations and measurements.
 Each agent using Zoho have to manage and keep each ticket updated which is assigned to
him.
 Able to track ticket history.
 Able to create report from Zoho ticketing portal.
 Upload and search Knowledge Base Articles on the Portal.
 Properly closed the ticket when the issue is resolved and task assigned in the ticket has
been completed.

Strong knowledge of Microsoft Windows Server & client end configuration, troubleshooting
and remote deployments etc.

 Able to deploy Windows Active Directory.

 Having technical skills to troubleshoot and pull reports from Active Directory.
 Fully cable of applying Group policies.
 Able to install roles and features and fully aware of its uses.
 Can work on File share server and able to deploy ADFS.
 Ability to Provision, manage and maintenance of Windows Server 2008, 2012 and 2016.
 Ability to provision and work on desktop application (like MSFT & Quest vWorkspace).

 Knowledge of Virtualization Technologies (ESXi, KVM & Hyper-Converged system).

 Manage vSpehere, dinCenter and Prism.

 Deploy clone.
 Deploy VM from clone.
 Manage and maintenance of VM.
 Live migration.
 Sound knowledge of Clusters & DataStore.
 Resource Monitoring in the VM and Host.

 Strong Knowledge of Networking techniques including VPNs, Natting and Access Lists.
  Able to create VPN and troubleshoot it.
 Able to create Port Rules and troubleshoot it.
 Able to create Access List and troubleshoot it.

 Strong Knowledge of TCP/IP networking, DNS, DHCP, LAN, WAN, and firewalls.

Able to create and manage DNS & DHCP

 Able to handle and understand LAN & WAN techniques

Agent call for Support. Level 1 and Level 2.    

Greet customers on call with the dinCloud customer support pitch.

 Able to attend Support calls.

 Take leads on calls on mission critical issue.
 Response time while attending call should be minimal.
 Must kept in mind the phone calls etiquettes.

 Monitoring of Zabbix Alerts and Escalation to the concerned teams.

 Sound Knowledge of dinCloud infrastructure.

 Instant action in case of disaster situation like Host down or ISP down. Contact immediately
to concerned person and report issue.
 Excellent English verbal and written skills