o Responsible for the deployments, installations pre-staging, system configuration, system integration and testing of the systems and IT solutions

o Analyze and evaluate network infrastructure issues and provide technical guidance for troubleshooting

o Providing site commissioning support to Support Engineers and customers training through online conference

o Assisting the sales team in training and product demonstrations especially on new features to expedite sales cycle / process

o Coordination with Sales Team & Customer in understanding the customer requirements especially customized requirements

o Troubleshooting malfunctions of hardware and software applications

o Coordinating complex technical issues with vendors and service providers to resolve operational issues

o Testing the released products and report any bugs / errors in the system, to the Technical Manager

o Installing, configuring and administering windows based server systems such as DNS, DHCP, Web, IIS, and SQL Database

o Performing on-site deployments and providing technical support services at client premises

o Design and maintain efficient data backup and recovery methods and perform backup tasks timely

o Diagnosis of network related issues and restoring the services within specified time

o Providing accurate problem descriptions with all necessary support documentation and procedures for the problem rectification, resolution, and up gradation to the system

o Develop Training Material and imparting the training to Support people from other regions on new features, products and solutions

o Advise customer regarding the product\'s proper use and address specific user issues

o Monitor, analyze and address reliability and performance issues to ensure continuity.

To offer technical support (hardware and Software) to other technical staff and assigned clients as per need basis from time to time and also follow up to ensure proper working of all installations of clients with signed maintenance contracts with the company.

Ensuring/providing support during installations at assigned sites with our latest hardware and software products as well as coordinating with the client to ensure that all customer requirements are met as required.

Providing Training to Customer after completion of installation.

Collection of Configuration backups from Customers and sending to Config. In charge with a c.c. to respective Product Manager.

Handling client/customer technical problems, ensuring their resolution and referring more complex problems to QA (with a c.c. to Sr. CSE(s), Head of Customer Support, RGM and respective Product Manager, and following up to ensure that all problems/queries are resolved in less than 24hours.

Offering pre and post installation technical support over the phone or physically on site, to Customers, as well as providing after sales support.

Coordinating with Supply chain to ensure proper delivery of components/equipment that are needed for installations, as per SODs at the clients sites.

Managing key assigned accounts to ensure proper working of systems to ensure great customer satisfaction and therefore recurrent generation of sales.