Technical Support Engineer

Skills: Support & Administration for Windows Web Stack technologies, including IIS, SQL Server, and ASP.NET
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Role type

Full-Time

Location

Ahmedabad - Offsite

Experience

2 - 5 years

Product Area

iPatientCare product suite

Job Description

We are seeking a highly motivated Technical Support Engineer to provide exceptional customer service and technical support to our clients. The ideal candidate will troubleshoot, diagnose, and resolve technical issues related to our products and services. This role involves collaborating with cross-functional teams, including product development, engineering, and sales, to ensure customer satisfaction and technical problem resolution.

Key Responsibilities

  • Provide expert-level support and administration for Windows Web Stack technologies, including IIS, SQL Server, and ASP.NET
  • Manage and troubleshoot IIS administration, website hosting, web servers, and .NET applications.
  • Demonstrate a strong understanding of multi-tier application architectures and SaaS solutions.
  • Ensure effective integration and management of these technologies within the company’s infrastructure.
  • Technical Support: Provide first-level and second-level technical support to customers via phone, email, chat, and in-person. Assist clients in troubleshooting and resolving hardware, software, and networking issues.
  • Problem Diagnosis: Analyze and diagnose technical problems, determine root causes, and provide timely solutions, escalating issues to higher-level support when necessary.
  • Documentation: Maintain detailed records of customer interactions, including the nature of the issue, steps taken to resolve it, and final outcomes in the company’s ticketing system.
  • Product Knowledge: Stay updated with new product releases, updates, and changes in software and hardware. Maintain a deep understanding of the company’s products and services.
  • Testing and Reporting: Work closely with the development and engineering teams to test new products, features, and updates before they are released to customers. Report bugs and other issues as necessary.
  • Collaboration: Work closely with sales, engineering, and product teams to understand customer needs, and provide feedback to improve products and services.
  • Customer Satisfaction: Prioritize customer satisfaction by delivering excellent service, maintaining a customer-first attitude, and providing follow-up support as needed. Understand and manage network protocols and services such as DNS, HTTP(S), SSH, FTP, SMTP, DHCP, TCP, and IP.
  • Utilize tools like Wireshark for network analysis and troubleshooting, with SSL handshake knowledge being an added advantage.
  • Configure and secure local and remote user access, ensuring compliance with security policies.
  • Test and implement operating system and third-party software upgrades across all platforms.
  • Oversee database administration tasks and provide troubleshooting support to resolve issues effectively.
  • Ensure the smooth operation of IT infrastructure on a day-to-day basis.
  • Perform regular maintenance, updates, and monitoring to uphold system performance and reliability.

Skills & Qualifications

  • Minimum 2 years of experience in a technical support role or a similar technical customer in managing and maintaining IIS and MSSQL environments.
  • Technical Skills: Strong knowledge of operating systems (Windows, MacOS, Linux), networking protocols (TCP/IP, DNS, VPNs), and cloud technologies (AWS, Azure). Familiarity with software development concepts is a plus.
  • Problem-Solving Skills: Excellent analytical and problem-solving skills with the ability to troubleshoot complex technical issues.
  • Communication: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
  • Customer Service: Strong customer service skills with a commitment to providing exceptional support and ensuring customer satisfaction.
  • Certifications: Relevant certifications other technical certifications are a plus. Hands-on experience with both client/server and web technologies, ensuring robust and scalable solutions.
  • Proven ability to multitask efficiently, managing multiple projects and tasks simultaneously.
  • Graduation Degree preferably in Technical Domain like B.C.A, B.Sc. (IT or CS), Other Graduates (B.B.A, B.Com, B.A.) needs to have proven work experience in a Technical field. MCP/MCTS/MCITP/Amazon/Azure certified

Additional Skills

Understanding of the US healthcare industry.

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Equal Opportunity Statement

AssureCare® is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, gender, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and internship. AssureCare® makes hiring decisions based solely on qualifications, merit, and business needs at the time. Furthermore, the Company will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship.