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Roles & Responsibilities:-

1. 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