Technical Support Engineer

Key Responsibilities:

• Provide second-level support for technical issues escalated from L1, resolving
complex hardware, software, and network problems.• Troubleshoot and resolve escalated issues related to servers, networkconnectivity, databases, applications, and operating systems.• Collaborate with cross-functional teams to investigate, diagnose, and resolvesystem and application failures.• Perform root cause analysis (RCA) on recurring issues and implement preventivemeasures to avoid future incidents.• Work closely with vendors and third-party service providers to resolve issuesrelated to software and hardware.• Maintain and manage internal knowledge bases, documenting solutions, bestpractices, and troubleshooting steps for future reference.• Handle critical technical issues, ensuring adherence to Service LevelAgreements (SLAs) and minimal downtime.• Provide detailed reports on ticket resolution status, root cause findings, andimprovement recommendations.• Mentor and guide L1 support staff to improve troubleshooting techniques andenhance service delivery.

Requirements:

• Experience using IT ticketing systems (e.g., Manage Engine, Jira).
• Ability to analyze logs, system configurations, and error messages totroubleshoot issues.• Strong understanding of web technologies (HTML, CSS, JavaScript).

• Strong knowledge in backend technologies like Node.js, Java, Python, or similar.
  • Strong knowledge of database systems (SQL or NoSQL).• Strong knowledge of version control systems like Git.• Strong problem-solving skills with the ability to quickly identify and resolvecomplex technical issues.• Strong communication skills and the ability to explain technical issues clearly tonon-technical users.• Ability to work under pressure and manage multiple priorities.• Provide 24/7 on-call support to ensure that critical issues are addressedpromptly, especially in high-pressure environments like airports, wheredowntime can affect operations.• Be available for immediate troubleshooting, support, and resolution of anyurgent issues that arise outside of regular business hours.• Coordinate with the team for after-hours escalations and work on-site ifnecessary to ensure continuous system functionality and minimal disruption tooperations.

• Qualifications:

  • Bachelors degree in computer science, Information Technology, or a relatedfield (preferred).• Minimum 3 years of experience in a full stack technical support role, with at least2 years in L2 support or a similar capacity.