The XTIUM global team is made up of a group of diverse and talented professionals who are all driven by the same goal: excellence and continuous improvement. We are all about embracing challenges, keeping the lines of communication open and working together. We take ownership of our work, focus on learning and growing and hold ourselves accountable to our colleagues and customers. Together, we strive to push boundaries, make an impact and inspire each other to reach our full potential.
Job Description:
What You Will Do
Essential Job Functions:
- Knowledge of Zoho ticketing system, trouble ticket policies, and procedures including escalations and measurements.
- Each agent using Zoho has to manage and keep each ticket updated which is assigned to him.
- Able to track ticket history.
- Able to create a report from Zoho ticketing portal.
- Upload and Search Knowledge Base Articles on Portal.
- Properly closed the ticket when the issue is resolved and the 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 capable of applying Group policies.
- Able to install roles and features and be fully aware of its uses.
- Can work on the File share server.
- Ability to Provision, manage, and maintenance of Windows Server 2012, 2016, and 2019.
- Knowledge of Virtualization Technologies (ESXi, KVM & Hyper-Converged system).
- Manage VMware, KVM and Nutanix.
- Manage and maintenance of VM.
- Live migration.
- Sound knowledge of Clusters & Data Store.
- Resource Monitoring at the VM and Host level.
- Basic Knowledge of Networking techniques including VPNs, subnetting, IPv4, DHCP.
- Able to create a VPN and troubleshot it.
- Able to create Port Rules 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 calls for Support. Level 1 and Level 2.
- Greet customers on a call with the XTIUM customer support pitch.
- Response time while attending calls should be minimal.
- Monitoring Zabbix Alerts and Escalation to the concerned teams.
- Instant action in case of disaster situations like Host down or ISP down. Contact the person concerned and report the issue.
What Qualifies You
- Associates degree in related field preferred
- Self-starter: uses an appropriate sense of urgency and has capability of resolving technical problems and works both independently and collaboratively with a team
- Have strong communication skills (written, verbal, presentation)
- Ability to follow and document standard processes and procedures
- Ability to stay calm under pressure in a fast-paced environment, maintain a positive attitude, and quickly adapt to changing priorities and new technologies
- Ability to work assigned shift and on call rotation
- Computer Sciences graduate with minimum of 3 years of experience is required.
- Group Policy Management, VMware, Nutanix, Active Directory
- Able to attend Support calls.
- Keep in mind the phone call etiquette.
- Excellent English verbal and written skills.
- Take leads on calls on mission-critical issues.
Remote
