Technical Support Manager

Accops; Pune District; On-site; INR 600,000 - 1,000,000; Full time

Job summary

A leading IT solutions provider in Pune is seeking a skilled support professional with strong networking and troubleshooting capabilities. The role involves providing timely solutions and managing escalations in a dynamic environment. Candidates should have a robust understanding of product and application support focusing on enterprise security applications. Knowledge of Azure Cloud and Windows Server systems is highly desirable. This position promises growth and development opportunities within the evolving IT landscape.

Qualifications

• Strong networking knowledge including DNS, DHCP, and packet data analysis.
• Experience in supporting enterprise security applications.
• Proficient in Windows Server and client operating systems.

Responsibilities

• Provide solutions and ensure support stays within SLAs.
• Coordinate with Product Management for timely bug fixes.
• Analyze customer issues and produce solution documents.

Skills

Networking

Troubleshooting tools

Product and Application Support

Windows Server

Linux

Azure Cloud

Tools

Wireshark

Nmap

Citrix

Azure Virtual Desktop

PowerShell

Linux shell scripting

Job description

Qualifications and Technical Knowledge

• Good knowledge in Networking and troubleshooting tools – DNS, DHCP, TLS, SSL, security protocols, routing, packet data analysis. Prior experience with Wireshark, Nmap, HTTP analyzers, Debug View, etc.
• Knowledge in VAPT analysis & security.
• Knowledge about security software such as DLP, firewalls (endpoint security add‑ons).
• Product and Application Support:
  • Good experience supporting products and applications with strong networking and IT infrastructure knowledge.
  • Experience supporting enterprise security applications such as zero‑trust solutions, Identity Management, Multifactor Authentication.
  • Support experience with virtualization products from Citrix, Microsoft, Dell, etc.
  • Experience with reverse proxy solutions.
  • Understanding of troubleshooting key web servers like Apache, NGINX, Tomcat, IIS.
  • Knowledge of OWASP Application Security Guidelines.
  • Understanding of enterprise support product installation, upgrades, and patch management.
  • Knowledge of PowerShell, Linux shell scripting, and Python.
• Excellent knowledge of Windows Server operating systems & roles – Active Directory, Group Policies, Remote Desktop Services, IIS, FSMO roles.
• Experience with Windows Sysinternals tools, batch and PowerShell scripting is desirable.
• Client‑side operating systems – Windows 7, 8, 10 are must.
• Very good working knowledge of Linux & macOS.
• Proficient in networking – DNS, DHCP, basic routing concepts, network monitoring tools.
• Strong foundation in IT infrastructure & security concepts – storage, file servers, SSL certificates, VPN gateways, VAPT analysis, UTM, etc.
• Good knowledge of Azure Cloud, conceptual understanding in Desktop as a Service, and experience with Azure Virtual Desktop or equivalent products.

Role and Responsibilities

• Provide solutions, not workarounds.
• Actively listen to customers and deliver on time; involve appropriate authorities for escalations.
• Ensure support deliveries stay within SLAs.
• Produce solution documents, KB articles & RCAs, and enforce process adherence among team members.
• Proactively engage in escalations, ensuring customer commitments are met.
• Coordinate with Product Management for bug fixes, new feature escalations, and development items for timely resolution.
• Analyze statistical data, prioritize issues, and contribute to product improvement discussions; lead special or ongoing requirement initiatives.
• Reproduce customer issues, analyze root causes, and validate viable solutions beyond development (e.g., scripts, simple fixes).

Support Management and Tools Knowledge

• Proficient knowledge of L1 and L2 ticket tracking tools.
• Good knowledge of service level management tools.
• Ability to manage escalations and agreed SLAs for various clients.
• Ability to produce reports for escalations, root‑cause analysis (RCA), and productivity.
• Ensure escalations are resolved at root level with zero repeat incidents.
• Excellent knowledge of server operating systems (Windows Server 2016/2019/2022, Linux flavors).
• Advanced networking skills – DNS, DHCP, basic routing concepts, network monitoring commands & tools.
• Strong knowledge in IT infrastructure & security concepts – storage, file servers, SSL certificates, VPN gateways, VAPT analysis, UTM, etc.
• Good knowledge of Azure Cloud, Desktop as a Service concepts, and experience with Azure Virtual Desktop or equivalent products.

Good to Have

• Knowledge of Windows kernel drivers.
• Kubernetes and container technologies.
• Prior experience with support ticketing tools and processes.
• Experience in documentation.
• Certifications – ITIL 3 or ITIL 4.
• Soft skills – strong written and verbal communication.