Usertech Solution Ltd

VacoasMauritius

Responsibilities: Attend to support requests via our SLA-based based ticketing system. Be comfortable with speaking directly to customers and understand methods for customer de-escalation. Deliver customer support interactions via varied communication mediums. Document customer technical issues to support product & service quality. Strive to resolve customer issues based on SLAs and business priorities. Track and provide fault isolation and root cause analysis for technical issues. Proactively monitor and review events from our Managed Services customers. Assist in Professional Services deliverables including implementation and go-live processes. Attend to on-call duties related to incident management. Share customer feedback with our team in ensuring excellent customer satisfaction and success. Eagerness to learn new technologies through on-the-job training and develop the technical ability to recognize its operational capabilities.Required Technical Skills: Diploma/Degree or equivalent in IT/Cybersecurity/Computer Science/Network/Telecommunication. Knowledge of the networking industry, products, and protocols. Knowledge of Security products specifically Firewalls, IPS, Endpoint, and Public Cloud Technologies. Knowledge of Virtualization technologies such as VMware. Knowledge of Microsoft Technologies such as Active Directory and M365/Azure. Proficient in a variety of platforms, including Windows, Mac, and Linux.Desired Skills: Excellent written and verbal communication skills. A team player, structured and result-oriented with a positive attitude. Interpersonal skills to interact regularly with colleagues and customers. Ability to prioritize workload. Excellent problem-solving and logical thinking skills. Outstanding listening and questioning skills.The candidate will be working remotely for the Company Based in Mauritius Ebene .Best RegardsVishma Banghsing