Onsite Support Consultant

Role

Customer and technical support

• Act as the primary support contact while stationed at customer locations; respond to queries by email, voice call, phone, and chat.
• Diagnose and resolve Seclore application, operating system, and other technical issues in complex customer environments, aiming for first-contact resolution.
• Manage cases of varying severity, prioritize schedules, set customer expectations, and escalate complex issues to appropriate resources.
• Communicate technical and procedural issues to customers, stakeholders, and internal teams; coordinate requests efficiently.
• Research operating systems, infrastructure technologies, and Seclore products; build product expertise and prepare for new product releases.
• Create and maintain documentation and knowledge-base articles to speed troubleshooting and resolution.

Consulting and system health

• Conduct periodic Seclore system health checks and share reports with relevant stakeholders.
• Monitor system usage and provide the Customer Success Manager with insights to optimize performance.
• Inform the Customer Success Manager about new requirements and changes at the customer end.
• Collaborate with internal and customer teams and participate in ongoing training and professional development.

Required technical experience

• 3–5 years of experience.
• Hands-on experience with Windows Server, Windows Client, and Linux; expert understanding of Windows and Linux server concepts.
• Practical experience troubleshooting Windows/Linux operating systems and application issues.
• Experience with Active Directory, DNS, DHCP, and IIS; proficiency with Microsoft Office Suite.
• Strong foundation in networking principles.

Additional working knowledge

• Working knowledge of relational database principles and methodologies, including MS-SQL or Oracle, is listed.
• Working knowledge of antivirus or DLP software and diagnostic tools such as Process Monitor, Process Explorer, and Network Monitor/Wireshark is listed.