Software Engineer - Support Jobs in Noida - ESQ Management Solutions India Pvt. Ltd.

Onsite Technical Support

Description

The candidate shall serve as part of onsite technical support team deputed at customer’s premises in Mumbai. The position reports into Tech Lead – OTS @ the customer site.

Education

B.E/B. Tech/MCA/MSc/Graduate in Computer Science.

Experience

2-4 year.

Passport

Not Mandatory.

Required Skills

–      Must have hands on experience of MS SQL Server and Web Server [IIS/Tomcat]. Good experience of writing complex SQL queries [4/5 competency] and about Windows server environment.

–      Knowledge of .Net Framework, IIS Webserver, Java Scripts.

–      Experience of supporting software applications.

–      Experience of issue tracking software such as Jira/Bugzilla/Mantis/Remedy.

–      Familiar with messaging standards.

–      Skilled in system maintenance, analysis and problem solving techniques.

Key Responsibilities

–      Take ownership of technical issues reported by the customer and seeing problem through to ensure resolution is done within SLA. Troubleshoot and do root-cause analysis of technical issues raised by the customer or by other team members.

–      Ensure all issues are properly logged and all required details/logs are captured.

–      Document troubleshooting and problem resolution steps and share it with L1 Support team.

–      Coordinate with L1 Support team @ ESQ Noida to resolve escalated issues as & when required.

–      Resolve escalated customer complaints without the need of team lead’s intervention.

–      Participate/conduct solution troubleshooting training to customers as and when required.

–      Demonstrate good communication skills while interacting with customers regarding queries related to software products under support.

–      Provide prompt and accurate feedback to customers.

–      Provide feedback obtained from customer/users to product team.

–      Assist in onsite testing from a user's point of view.

–      Update/Validate customer environment configurations and license keys deployment [periodically].

–      Take backup periodically and restore it on the test environment as & when requested by the customer.

–      Assist by updating knowledgebase in the Support Help desk system.

–      Maintain clear understanding of company's business, policies, processes, user requirements and technology. Adhere to the established processes in the organizations [ESQ and Customer].

Miscellaneous

–      A team player who is focused to maintain healthy relationship with customers as well as internal teams.

–      Excellent written and verbal communication skills.

–      Basic knowledge of ATM/POS Management applications, HP NonStop-BASE24 environment, payment switch application and Managed Services operations shall be an added advantage.

Shifts

–      Yes.