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Technical Support Analyst

Technical Support Analyst

First Advantage

1 - 4 years

2 - 5 Lacs

bengaluru

Posted:-1 days ago| Platform:

Apply

Skills Required

application support change management xml configuration management debugging html xslt json customer interaction sql

Work Mode

Work from Office

Job Type

Full Time

Job Description

Service Support and Issue Resolution:

Respond promptly to Tier 2 support requests, analyze, validate, and provide effective solutions within established service level agreements. Maintain a strong service attitude while addressing customer inquiries and issues.

Application Maintenance and Troubleshooting:

Utilize your expertise in SQL-based applications to troubleshoot and resolve complex issues related to our large-scale, distributed systems that operate around the clock. Drive continuous improvement in application functionality and performance.

API Integration and Programming:

Proficiently work with REST/ XML /Web Services/ REST / JSON/SOAP API calls to enhance application functionality and resolve integration-related issues. Leverage your programming skills in .NET to develop effective solutions.

ITIL Framework:

Apply your knowledge of ITIL processes, including Incident Management, Request Fulfillment, Change Management, Configuration Management, and Knowledge Management, to streamline operations and ensure adherence to best practices.

24/7 Support Availability:

Participate in on-call rotations to provide critical issue support 24/7, ensuring the availability of systems and rapid issue resolution.

Issue Escalation:

Collaborate with Tier 1 support agents to assess and escalate issues that require in-depth investigation and resolution. Provide timely updates to both customers and Tier 1 agents throughout the escalation process.

Product Knowledge:

Stay current with the latest updates and changes to our products and services. Develop a deep understanding of the technical aspects of our offerings to effectively assist customers.

Nice-to-Have Skills:

Ticketing and Documentation Tools:

Familiarity with ticketing tracking tools such as JIRA, ServiceNow, or others to efficiently track and manage support requests. Experience with documentation systems like Confluence is a plus.

Tier 2 Support Experience:

Prior experience in providing Tier 2 support is advantageous, demonstrating your ability to handle complex issues and collaborating effectively across teams.

Proven experience in application support, preferably in a role focused on integrations.

Familiarity with database technologies (SQL, Mongo)

Experience with integration platforms (e.g., MuleSoft)

HTML debugging

XSLT

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Technical Support Analyst