Technical Services Specialist - UMM

General Summary:

The Technical Services Specialist is responsible for assisting ConnectWise partners in diagnosing and resolving product issues or questions. This role works in partnership with cross-functional teams to troubleshoot, resolve, and document issue partner issues.

Mandatory skills: Strong Handson on Microsoft Windows, Exchange, and SQL Server, and Google Apps

Essential Duties & Responsibilities:
Provides support to cross-functional teams, with close attention to detail
Research, analyze, and document findings
May coach, review, and/or delegate work to other team members
Documents partner interactions, troubleshooting, and results in a clear and concise manner
Engages in the systems analysis of hardware and software for best practices and provides solutions based on the diagnosis of the problem
Provides and implements solutions based on partner and end-user needs
Provides application of systems analysis procedures and consults with partners to determine their software and systems functional applications
Assists with creating future release functionality, bug fixes, patches, and updates
Interacts with partners and end users to provide support via phone, ticket system, and chat to answer inquiries regarding the system
Troubleshoots and develops technical solutions related to software and setup errors for field engineers, technicians, and partners
Creates workaround procedures when standard procedures have failed and ensures issues are resolved in a timely fashion
Escalates urgent problems requiring more in-depth knowledge to appropriate internal resources
Relies on limited experience and judgment to plan and accomplish goals.

Knowledge, Skills, and/or Abilities Required:
Ability to manage large projects and processes independently with limited supervision
Recognized subject matter expert of applicable work area
Ability to situationally adapt and understand new technology/processes as per business partner requirements
Detail-oriented, communication, and organizational skills
Strong Handson on Microsoft Windows, Exchange, and SQL Server, and Google Apps
Advanced experience with Microsoft operating systems at the desktop and server level
Server-level technical skills, including server builds and administration, setup and support, antivirus management, and virtual environment administration
Broad understanding of relational databases, data warehousing, markup languages, and web technologies
Knowledge of IIS
Advanced experience with Microsoft operating systems at the desktop and server level
Knowledge of operating terminal service, Active Directory, DNS, and Citrix
Strong problem-solving abilities
Ability to meet deadlines

Educational/Vocational/Previous Experience Recommendations:

• Bachelor's degree in a related field or equivalent business experience
• 2+ years of relevant experience

Work Location: Mumbai or Pune

Shifts: UK shifts

Working Conditions:

• On-site / Hybrid depending on location