Sr Tech Support Engineer - AVS

Job Description:

Key Responsibilities:
Technical Support:
 Provide expert technical support for Windows, Linux, and Mac operating systems,
including troubleshooting and resolving issues.
 Identify and address operational issues in client computer systems, providing
guidance and solutions.
 Respond promptly to support requests via email, phone calls, and other
communication channels.
 Leverage hardware and software knowledge to diagnose and resolve complex
technical problems.
 Handle multiple support cases simultaneously, prioritizing tasks effectively.
 Collaborate with team members to share expertise and deliver timely solutions to
clients.
Security:
 Implement, administer, and support enterprise-level endpoint security tools (e.g.,
Trellix EDR, Kaspersky AV).
 Analyze and review security tool implementations to enhance usage and
effectiveness.
 Identify and address security gaps in coverage by working with other teams and
business units.
 Contribute to the overall security posture of the organization.
Infrastructure:
 Troubleshoot issues related to OS, LAN/WAN/VPN networks, and remote access
tools.
 Collaborate with network and infrastructure teams to resolve connectivity and
performance problems.
 Ensure smooth operation of client systems within the network environment.

Required Skills
 Strong knowledge of Windows operating systems, Linux, and basic understanding of
Trellix EDR, Kaspersky antivirus, and network security.
 Proven experience in providing technical support in a customer-facing environment.
 Excellent verbal and written communication skills, interpersonal skills, and customer
service orientation.
 Strong organizational skills, problem-solving abilities, and the ability to work
independently and efficiently.
 Knowledge of CRM systems is a plus.
 Experience with Windows patching, ADS, LDAP, and remote access tools is
beneficial.
Desired Profile:
 A candidate with a passion for technology and a commitment to delivering
exceptional customer service.
 A proactive and results-oriented approach to problem-solving.
 The ability to thrive in a fast-paced and dynamic environment.
Certification:
 Relevant Technical Certification is mandatory.