Technical Support Specialist II at ConnectWise

Mumbai, Maharashtra, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Software, IT ServicesIndustries

Requirements

Bachelor’s degree in a related field or equivalent business experience
Minimum 2+ years of relevant experience
Ability to work independently on projects and processes with general supervision
Ability to adapt and understand new technology/processes as per business requirements
Strong customer service skills
Strong desire to help partners and peers
Strong written and verbal communication skills
Strong sense of ownership and accountability
Knowledge and application of Switching, Routing, Network Setup, Firewall (NAT, ACL)
Installing, configuring, and troubleshooting L2/L3 Switches, Routers, Wireless Access Points, and Firewalls
Experience in configuring UTM (Unified Threat Management) will be an added advantage
Basic understanding of Network Services, e.g. DHCP Server, DNS, File share, Windows Firewall etc
Basic understanding of Windows Networking
Knowledge of OSI and TCP/IP
Knowledge of virtualization and cloud technology

Responsibilities

Provides support to cross-functional teams, with a high attention to detail
Research, analysis, and document findings
Interact with partners to provide technical support via email, phone, chat, cases, and remote sessions
Monitors Network devices, off-site, and critical service failure events
Investigates and resolves reported failure incidents, escalating when necessary
Acts as first point of contact for escalated support cases for network-related issues
Maintains a knowledge base of products and services and provides high-quality technical support to partners during each interaction
Discusses partners' operational challenges and evaluates business data to identify areas of opportunity to help partners optimize their business strategies
Identifies and escalates trending issues and potential software/product defects to leadership and development
Contributes to written articles for the internal and external knowledge base
Identifies and escalates situations requiring urgent attention to the appropriate teams
Documents partner interactions, troubleshooting, and results in a clear and concise manner and accurately reports customer feedback to Leadership
Handles assigned support cases
Engages in the application of best practices per technical documentation and provides solutions based on the diagnosis of the problem
Communicates new release features and improvements to partners that better their experience

Skills

Network Troubleshooting

Technical Support

Incident Resolution

Remote Sessions

Network Monitoring

Customer Support

Knowledge Base Management

Escalation Handling

Research and Analysis

ConnectWise

Software platform for IT business management

About ConnectWise

ConnectWise provides a software platform designed for Technology Solutions Providers (TSPs) to manage their business operations effectively. The platform includes tools for business management, remote monitoring and management, remote access, and automation of quotes and proposals, as well as conducting cybersecurity risk assessments. It integrates with numerous key vendors, creating a comprehensive ecosystem that supports various IT sector clients in managing their as-a-service business models. Unlike many competitors, ConnectWise emphasizes community engagement through its network, The IT Nation, which promotes collaboration and knowledge sharing among users. The goal of ConnectWise is to empower TSPs to streamline their operations and enhance their service offerings while fostering an inclusive culture that values diverse contributions from its employees.

Tampa, FloridaHeadquarters

1982Year Founded

$569KTotal Funding

SEEDCompany Stage

Enterprise Software, CybersecurityIndustries

1,001-5,000Employees