Technical Support Engineer II

Job Summary:

We are seeking a skilled and flexible IT Technical Support Specialist to join our dynamic team. The ideal candidate will possess a strong background in technical support with a focus on various IT systems and tools including Excel, BI tools, SQL queries, Service Now, and other ticketing systems. Additionally, experience in production support and some knowledge of project and release management will be considered as plus point. This role demands flexibility to work in multiple shifts to provide round-the-clock support.

Key Responsibilities:

• Technical Support:

• Provide first and second-level support for IT-related issues and service requests.
• Troubleshoot and resolve issues related to software.
• Monitor and maintain system health, ensuring optimal performance and uptime.
• monitoring incoming/outgoing files,
• programs using automate
• Resolving issue and escalating critical issues and enhancements
• Monitoring inboxes for program errors
• Documenting issues/solutions

• Database Management:

• Write and execute SQL queries.
• Correcting data
• Making production changes to the database

• Business Intelligence (BI) Tools:

• Utilize BI tools to create reports and dashboards.
• Analyze data to support business decision-making processes.

• Excel:

• Create and manage complex Excel spreadsheets.
• Use advanced Excel functions and macros to streamline processes and improve data analysis.

• Service Now and Ticketing Systems:

• Manage and resolve tickets using Service Now and other ticketing systems.
• Ensure timely and accurate documentation of all support activities.

• Production Support:

• Provide production support for critical systems and applications.
• Participate in on-call rotations to ensure 24/7 support coverage.

• Project and Release Management:

• Assist in planning and executing IT projects and releases.
• Coordinate with cross-functional teams to ensure successful project delivery.

Qualifications:

• Education:

• Bachelors degree in Computer Science, Information Technology, or a related field.

• Experience:

• Minimum of 2-5 years of experience in IT technical support or a similar role.
• Proficient in SQL and Oracle databases.
• Experience with BI tools (e.g., Power BI, Tableau).
• Advanced skills in Excel, including macros and complex functions.
• Experience with Service Now or other ticketing systems.
• Knowledge of production support and IT project management.

• Skills:

• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Flexibility to work in multiple shifts, including nights and weekends.

• Certifications:

Role & responsibilities

Preferred candidate profile