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Technical Support – Contract Role
  • PoliteMail Software

  • Sri Lanka

  • 01/23/2024

  • Wage Agreement

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Technical Support – Contract Role

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  5. Technical Support – Contract Role

Location: Sri Lanka


Experience: 1 year

Job Skills:   Technician

Job Summary:
The support technician is responsible for assisting client with installing, configuring, and diagnosing issues with out software products, providing both pre-sale and post-sale technical advice and support to prospects and customers. Also responsible for securely accessing, managing, and updating cloud servers and services for use by our customers.

Responsibilities / Duties:
Collaborating with the Development team to support software release, cloud service deployment, and bug/fix software update processes.
Assisting with the management of release pipelines, software execution, security, monitoring, and bug/fix delivery.
Participating in the handoff process from the Development team to Customer Service.
Addressing escalated issues, performing service delivery, and implementing remediation/resolutions as part of an engineering team.
Contributing to other tasks as needed to support the overall DevOps process.
Assist Fortune 500 level clients in the diagnosis and troubleshooting of our products
Customer support including troubleshooting via phone, Microsoft Teams and screen share
Manage support tickets in Microsoft Dynamics CRM
Subject matter expert on PoliteMail products
Additional duties as assigned.

Qualifications / Skills:
Windows Server Admin experience
Microsoft Exchange Online experience is a plus
Microsoft 365 experience is a plus.
Problem-Solving and Multitasking
Familiarity with Azure DevOps platform.
Understanding of Agile methodology and experience with GIT, C#, React, and Microsoft technologies.
Proven experience in SaaS services delivery on Microsoft Azure and Amazon EC2.
Understanding of and experience with QA and Development processes.
Ability to manage multiple tasks and processes with a detail-oriented approach.
Effective communication skills, with an understanding of development engineering, QA, and customer service/support.
Fluency in the English language
SQL experience
Familiar with Microsoft platform technologies including:
  o Windows IIS Server
  o SQL Server
  o Microsoft Office
  o Exchange
  o Azure AD

Additional Information:
This role is contingent upon passing a background check and reference review.

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Job Overview

  • Date Posted: Posted 01/23/2024
  • Expiration date: 07/01/2024
  • Interview date: 07/01/2024
  • Location: Sri Lanka
  • Salary: Wage Agreement
  • Experience: 1 year
  • Gender: Both