Tech Support

Job Title: Technical Support Engineer/Sr. technical support engineer

Experience:

5-6 years of experience in a service desk or technical support role dealing with US/UK clients.

Education:

Bachelor’s/master’s degree in computer science, Information Technology, or a related field.

Certifications:

ITIL Foundation, or similar certifications(Not mandatory).

Technical Skills:

Basic exposure to Cloud computing Technology & monitoring tools ( AWS, Azure, site 24*7), Grafana.

Software proficiency, understanding of Fintech and Saas based environment production support, and common IT tools and software.

Ticketing software tools knowledge( Zendesk,remedy,service now,JIRA)

Primary Responsibilities:

Troubleshooting and Problem Resolution:

Diagnose and resolve technical issues related to application software, networks, and IOT over calls and emails.

Assist users with common problems, such as software malfunctions, application failures, and network connectivity issues.

Escalate complex issues to higher-level support teams when necessary.

Customer Interaction and Communication:

Maintain a positive and professional demeanor, even in challenging situations.

Act as a primary point of contact for users, providing prompt and helpful support.

Communicate technical information clearly and concisely to users, ensuring they understand the issue and the resolution.

Incident and Request Management:

Prioritize and manage incidents based on severity and impact. working with cross-functional teams to deliver the result on time.

Update users on the status of their requests and incidents.

Log and track incoming service requests and incidents.

Knowledge Management:

Maintain a strong understanding of the organization's IT infrastructure and systems.

Stay up to date on the latest IT trends and technologies.

Document solutions and best practices to improve future problem resolution.

Other potential responsibilities:

Onboarding new users to the IT systems.

Managing user access and permissions.

Providing training and support to end-users.

Participating in projects related to IT infrastructure and systems.

Career Goals:

short term:

Technical Support Specialists often become subject matter experts in specific areas such as networking, security, or database management.

Long term:

SDE professionals optimize IT processes, improve service quality, and align IT services with business objectives.