Roles & Responsibilities:-
- Responsible for providing L1, L2 technical support for integration, installation, maintenance and troubleshooting for various applications deployed for Enterprise Clients.
- Troubleshoot and identifying Root Cause.
- Handling customer communication.
- Achieve customer satisfaction through effective handling of customer problems by ensuring that proper escalation procedures are followed.
- Performs assigned functions according to standardized policies and procedures.
- Basic analytical ability is required to resolve routine technical issues.
- Gains assistance from higher-level employees, L3 support and development team for issue resolution.
- Actively supports the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident.
- Open to work in 24/7 support environment as per the business requirements.
- Managing ticketed query system and ensuring to keep comprehensive database of queries and resolutions up to date
- Maintaining and updating technical documents and procedures
- Applies extensive knowledge of the job skills, company policies and procedures to complete complex, specialized assignments/tasks in creative and effective ways.
- Assisting end users to avoid or reduce problem occurrences
- Work with team spirit to achieve a common goal i.e. customer satisfaction.
- Determined and focused to achieve all the targets set up by the operations and business team for the benefit of the organization.
Desired Candidate Profile :-
- Graduate/Diploma in IT/Computer Science or related subject
- Proven 2-5 years of experience in technical support role
- Sound understanding of operating systems Linux (RHEL/CentOS) and Windows
- Experience with Database in terms of designing and running SQL queries over MySQL, Oracle.
- Should have handled incidents, bugs, and worked with vendors/engineering team to provide root case analysis
- Proficient in network connectivity troubleshooting
- Working Knowledge of IT Hardware and Software. System Administration Skills is a plus.
- Should have ability to understand basic hardware issues
- Ability to learn and master web-based application
- Problem solving abilities
- Written and verbal communication skills
- Ability to diagnose & address application issues
- Understanding of Telecom Domain preferred. Experience in providing support for Telecom VAS services is a plus.
- Should have worked in 24x7 environment
- Must be available to work a flexible work schedule.
- Ability to meet stretched targets and goals.
- Managing day to day operations metrics and delivery
