Associate Technical Services Engineer

• We are looking for a proactive and skilled L2 Support Engineer to join our dynamic IT support team. The ideal candidate will have a solid foundation in SQL, including the ability to write queries, optimize performance, and manage databases. A strong understanding of ITIL processes, particularly in Change Management, is essential. Excellent communication skills, both verbal and written, are necessary to succeed in this role.

Key Responsibilities:

• Provide 24/7 L2 support for technical issues, ensuring prompt resolution of incidents and requests.
• Utilize SQL expertise to troubleshoot and resolve issues through querying the database or modifying the database data sets through DML including writing queries and managing stored procedures.
• Implement and uphold ITIL processes with a focus on Change Management.
• Understand and apply concepts related to MTTR, SLA, and OLA in a support environment.
• Collaborate with cross
• functional teams to improve IT service delivery and operational efficiency.
• Maintain comprehensive documentation for all support processes and incidents.
• Assist in developing and executing change management processes to minimize service disruptions.
• Provide basic networking support and troubleshooting as needed.
• Leverage knowledge of Windows Communication Foundation (WCF) and Microsoft Message Queuing (MSMQ) to address application
• related queries and issues.
• Engage in continuous improvement initiatives to enhance service quality and operational efficiency.

Required Skills:

• Strong proficiency in MS SQL Server(SSMS), including hands
• on experience with DDL, DML, DCL, TCL(T
• SQL), JOINS, stored procedures, OLAP, and OLTP etc.
• Familiarity with ticketing tools (ServiceNow preferred).
• Basic understanding of ITIL processes; certification is a plus.
• Basic knowledge of networking concepts, including TCP/IP, DNS, and DHCP.
• Understanding of .NET is a valuable addition.
• Understanding on IIS Work structure.
• Ability to write/modify/debug the Power Shell Script.