Support Center Analyst I
$150,000–$200,000 year
On-siteBengaluru, Karnataka, India
Job Summary
Handle customer enquiries and internal cases via the case management system, providing first-contact resolution phone support for eSentire's MDR offerings including Endpoint, Network, Cloud, and API products. Perform initial triage and categorization of client issues across service types, identifying underlying problems by analyzing symptoms and documenting all troubleshooting steps within knowledge management systems. Escalate complex issues requiring Tier-2 support to appropriate teams while liaising with vendor support teams and fielding inquiries from internal stakeholders. Utilize and maintain knowledge articles to ensure accurate, efficient service delivery for clients across 80+ countries.
Required Qualifications
- 2+ years of Information Technology experience in a Technical Customer Support role
- Bachelor's degree in Computer Science, Information Technology, or equivalent hands-on experience
- A passion for delivering exceptional customer service and a proven track record of resolving technical issues
- Good analytical and problem-solving skills with a focus on root cause analysis
- Computer software and hardware support experience, including desktop computers, servers, laptops, network devices, and peripherals
- Experience with Service Management / IT Helpdesk ticketing and case management systems
- Enterprise application support technologies
- Solid understanding of networking fundamentals; LAN, WAN, TCP/IP, Routers, Switches, Firewalls, SD-WAN, Traffic Mirroring
- Linux command line operation experience (basic)
- Demonstrated attention to detail and a continuous improvement mindset
- Ability to work in a fast-paced environment and manage multiple priorities
Desired Qualifications
- Exposure to and experience with the following: Support of Endpoint security solutions such as Microsoft Defender, CrowdStrike, Carbon Black, and/or SentinelOne
- Enterprise software distribution tools such as SCCM, Endpoint Manager, Intune, GPO and others
- IT Monitoring/Observability tools
- Basic awareness of APIs and web-based technologies
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